Technical Support Specialist (Plumbing & Bath Products) - Bilingual English/Spanish

On-site bilingual Technical Support Specialist role supporting ANZZI plumbing and bath products in Miami, FL.

Responsibilities

• Take inbound and outbound customer calls with professionalism and a customer-first approach, using the company phone system
• Manage and resolve support tickets in Zendesk, ensuring timely follow-up and thorough documentation
• Diagnose and troubleshoot plumbing connections, installation setup, electrical components, water flow, drainage, and mechanical functionality of ANZZI products
• Escalate complex product or warranty cases appropriately while maintaining ownership of the customer relationship
• Coordinate resolutions with internal teams via Microsoft Teams
• Assist with parts identification, installation guidance, and warranty claim processes
• Maintain up-to-date knowledge of ANZZI product catalog and new releases

Requirements

• Fluent bilingual proficiency in English and Spanish (written and spoken)
• 1–3 years in technical support, customer service, or home improvement/plumbing-related roles
• Experience with Zendesk or similar ticketing platforms, Microsoft Teams, and standard office tools
• Strong communication style: warm, patient, and clear on the phone
• Ability to interpret product manuals, spec sheets, and installation guides and translate them into plain-language guidance for customers
• Detail-oriented, organized, and able to manage multiple open tickets simultaneously
• Experience with or interest in plumbing, bathroom, or kitchen fixtures is a plus
• On-site availability Monday through Friday, 9:00 AM – 5:00 PM

Technologies

• Zendesk
• Microsoft Teams
• Intermedia

Benefits

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Health insurance
• Life insurance
• Paid time off
• Referral program
• Vision insurance

About ANZZI

ANZZI manufactures premium bathroom, kitchen, and home fixtures, offering products ranging from freestanding soaking tubs and walk-in tubs to shower systems, faucets, toilets, tankless water heaters, and more. The support team plays a key role in delivering luxury-quality products to customers.

Role Overview

Join a fast-growing bathroom and kitchen fixture brand in the United States. As a Technical Support Specialist, you will help customers and dealers resolve real-world product issues while building expertise in plumbing, home improvement, and customer service. The role offers potential for long-term growth in product support, warranty operations, and technical services.

Nice to Have

• Experience with Intermedia or similar VoIP phone systems
• Familiarity with warranty or parts fulfillment processes
• Plumbing experience
• Background in home improvement, construction, or related trades

What Success Looks Like

• Timely and accurate resolution of escalated technical cases
• High customer satisfaction (CSAT) and strong communication quality
• Reduced returns through effective troubleshooting and guidance
• Clear, consistent documentation of issues and resolutions
• Contribution to improved internal processes and knowledge base

Application Questions

• Do you have experience with plumbing fixtures, appliances, or product installation?
• Do you have hands-on troubleshooting experience with mechanical or electrical products?
• This is not an IT or software support role. Do you have experience supporting physical products?
• Are you bilingual in English and Spanish?

Work Location

On-site, in Miami, FL