Specialist, Technical Support

Masco•Vista, CA

9d•$23 - $36

About The Position

We are hiring a Technical Support Specialist to join our Technical Support Team DISCOVER Do you thrive on solving complex technical challenges and helping others succeed? As a Specialist, Technical Support at Watkins Wellness, you’ll be the trusted expert behind the scenes with our customers and dealer technicians and help keep our products performing at their best. From spas and swim spas to cold plunge systems, you’ll provide real-time troubleshooting and diagnostic support that keeps wellness experiences running smoothly. This role is more than answering questions, it’s about being the voice of technical expertise in a fast-paced contact center environment You’ll tackle electrical wiring issues, plumbing layouts, control panel configurations, and software updates, all while delivering calm, clear guidance. Your work will directly impact customer satisfaction and dealer success. YOUR RIPPLE EFFECT Do you enjoy being the problem-solver everyone relies on? Serve as the first line of expert support, diagnosing and resolving technical issues quickly to keep customers and dealers confident and productive. Are you passionate about customer care? Create positive experiences in high-pressure situations by staying calm, empathetic, and focused on solutions. Do you excel at technical details? Dive into complex challenges involving electrical systems, plumbing layouts, control panels, and software components, while learning new technologies as our product lines expand. Are you a natural collaborator? Partner with engineering, product development, and quality teams to escalate recurring issues and share insights that improve product design and support processes. Do you enjoy sharing knowledge? Empower technicians and internal teams through clear guidance on installation, maintenance, and repair procedures, and contribute to training sessions that build confidence and expertise.

Requirements

Proven experience in spa system diagnostics and technical troubleshooting
Strong verbal and written communication skills for clear guidance and collaboration
Customer-focused approach with excellent conflict resolution techniques
Familiarity with electrical wiring, plumbing, and control panels
Ability to learn and use CRM platforms (Salesforce, ServiceNow) and call center technology
Proficiency in Microsoft Office Suite (Word, Excel, Outlook, Teams)
Self-motivated and organized, able to manage multiple priorities independently
High school diploma or equivalent required
The employee must frequently lift and move up to 10 pounds and occasionally lift and/or move up to 25 pounds.
Specific vision abilities required by this job include close vision, color vision, peripheral vision and depth perception.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire

Nice To Haves

Watkins technical certification or 3+ years of hands-on spa troubleshooting experience preferred
Spanish or French fluency is a plus

Responsibilities

Serve as the first line of expert support, diagnosing and resolving technical issues quickly to keep customers and dealers confident and productive.
Create positive experiences in high-pressure situations by staying calm, empathetic, and focused on solutions.
Dive into complex challenges involving electrical systems, plumbing layouts, control panels, and software components, while learning new technologies as our product lines expand.
Partner with engineering, product development, and quality teams to escalate recurring issues and share insights that improve product design and support processes.
Empower technicians and internal teams through clear guidance on installation, maintenance, and repair procedures, and contribute to training sessions that build confidence and expertise.