What are the responsibilities and job description for the Technical Customer Support Tier 1 position at HydroPoint Data Systems?
Boise, ID, US
Salary Range: $18.00 to $22.00 per hour
Job Description Summary
We are seeking a motivated bilingual (Spanish-English), customer-oriented Tier 1 Technical Customer Support Specialist for an onsite, office-based position. The primary objectives of the Tier 1 Technical Support Specialist are to develop and maintain comprehensive knowledge of all HydroPoint products (including WeatherTRAK, WaterCompass, and Baseline Product lines) to provide exceptional support to HydroPoint customers, distributors, and specifiers. A successful candidate will quickly identify customer needs, provide timely solutions, and communicate those solutions to maximize customer satisfaction.
This position is located in our Boise, Idaho office, part of Baseline, Inc., a subsidiary of HydroPoint Data Systems, Inc. This is a temporary opportunity.
Key Responsibilities
HydroPoint is the leader in smart water management solutions, helping companies maximize water savings, reduce operating costs, minimize business risks, and achieve sustainability goals. An EPA WaterSense® Partner of the Year, HydroPoint combines IoT technology, data analytics, and automation to optimize irrigation, flow management, and leak detection across entire sites. HydroPoint solutions deliver visibility and control for various commercial, government, education, and community applications. Located in the San Francisco North Bay, HydroPoint has been helping the world save water for over 15 years.
HydroPoint provides a competitive compensation package including salary, 401(k) retirement plan, paid time off and holidays, and comprehensive health benefits. HydroPoint is an Equal Opportunity Employer.
Physical Demands And Work Environment (Office Position)
Salary Range: $18.00 to $22.00 per hour
Job Description Summary
We are seeking a motivated bilingual (Spanish-English), customer-oriented Tier 1 Technical Customer Support Specialist for an onsite, office-based position. The primary objectives of the Tier 1 Technical Support Specialist are to develop and maintain comprehensive knowledge of all HydroPoint products (including WeatherTRAK, WaterCompass, and Baseline Product lines) to provide exceptional support to HydroPoint customers, distributors, and specifiers. A successful candidate will quickly identify customer needs, provide timely solutions, and communicate those solutions to maximize customer satisfaction.
This position is located in our Boise, Idaho office, part of Baseline, Inc., a subsidiary of HydroPoint Data Systems, Inc. This is a temporary opportunity.
Key Responsibilities
- Bilingual (Spanish-English)
- Handle all inbound customer support interactions (phone calls, email, web requests)
- Appropriately escalate technical support issues within the technical support team
- Maintain ongoing follow-up and communication with customers, providing updates on expected steps, timelines, status, and resolutions
- Document case notes, troubleshooting details, action plans, and resolutions in the company CRM service case system (Salesforce)
- Use the company Return Authorization process to facilitate warranty product replacements
- Maintain clear and accurate records of all customer interactions
- Maintain a professional manner at all times
- Communicate clearly and effectively with HydroPoint personnel, distribution partners, and customers
- Available to work a set day shift Monday-Friday (flexible schedule options available)
- Perform other duties as assigned
- Bilingual (Spanish-English)
- Proven track record in technical support, call center, and customer service
- High school diploma or equivalent
- Minimum of two years of technical customer support experience strongly preferred
- Background in hardware and software technical troubleshooting
- Experience in irrigation principles and systems preferred
- Experience with electrical and/or mechanical systems preferred
- Experience with IoT, networks, and cellular communications preferred
- Excellent written and verbal communication skills
- Proficiency with Outlook, Microsoft Word, Microsoft Excel, and other basic computer-based communication tools
- Strong problem-solving, critical thinking, and troubleshooting skills
- Effective listening skills and ability to identify root cause problems
- Ability to diffuse high-pressure situations through effective communication and empathy
- Desire to learn and thrive in a dynamic, high-growth entrepreneurial environment
- Self-starter with a hands-on approach to training and continued learning
- Positive attitude and ability to work well as part of a collaborative team
- Ability to quickly learn and apply concepts related to irrigation, electrical, and networking technology
- Attention to detail and ability to prioritize multiple tasks efficiently
- High school or equivalent (Required)
- Call center: 2 years (Preferred)
- Software troubleshooting: 2 years (Preferred)
- Customer support: 2 years (Required)
- Technical support: 2 years (Required)
HydroPoint is the leader in smart water management solutions, helping companies maximize water savings, reduce operating costs, minimize business risks, and achieve sustainability goals. An EPA WaterSense® Partner of the Year, HydroPoint combines IoT technology, data analytics, and automation to optimize irrigation, flow management, and leak detection across entire sites. HydroPoint solutions deliver visibility and control for various commercial, government, education, and community applications. Located in the San Francisco North Bay, HydroPoint has been helping the world save water for over 15 years.
HydroPoint provides a competitive compensation package including salary, 401(k) retirement plan, paid time off and holidays, and comprehensive health benefits. HydroPoint is an Equal Opportunity Employer.
Physical Demands And Work Environment (Office Position)
- Constant sitting, walking, standing, simple grasping, and fine manipulation with hands
- Frequent bending at the neck and waist
- Occasional squatting, climbing, kneeling, crawling, twisting at the neck and waist, power grasping, pushing and pulling with hands, reaching above shoulder level, lifting and carrying up to 25 lbs.
- Exposure to or working around equipment and machinery, including a computer keyboard and mouse
- May require occasional travel
- Constant walking, standing, bending at the neck and waist, squatting, climbing, kneeling, crawling, twisting at the neck and waist, simple grasping, power grasping, and fine manipulation with hands, pushing and pulling with hands, reaching above shoulder level, and lifting and carrying up to 50 lbs.
- Frequent lifting and carrying up to 75 lbs., occasional sitting and lifting, and carrying up to 100 lbs.
- Travel by air or car up to 75% of the time and driving safely for long distances
- Exposure to or working around moving cars, trucks, forklifts, equipment and machinery, uneven ground, excessive noise, temperature extremes, humidity, wetness, dust, gas, fumes, chemicals, venomous insects and animals, heights
- Operation of foot controls or repetitive foot movement; use of special visual or auditory protective equipment
- May require work outdoors in agricultural fields, assisting in demonstration plots, and wearing protective equipment
- May require occasional travel
- Constant = Over 40%
- Frequent = Up to 40%
- Occasional = Up to 10%
Salary : $18 - $22
Technical Support / Customer Service Representative-Remote (Night Shift)
Concentrix -
Mountain Home, ID