Customer Support Specialist

EEC Irrigation is looking for a Customer Support Specialist to join our growing team. You'll be the main point of contact for our customers, helping them with questions about irrigation systems, troubleshooting issues, and ensuring they get the most out of their equipment. This is a remote position based out of Houston, TX, where you'll work directly with both residential and commercial clients to provide timely, knowledgeable support.

• Answer customer calls, emails, and messages about irrigation system problems and product questions
• Walk customers through troubleshooting steps for sprinkler systems, controllers, valves, and related equipment
• Document all customer interactions and issues in our support ticketing system
• Escalate complex technical problems to the field service team or engineering department
• Follow up with customers to confirm their issues are resolved and gather feedback
• Maintain accurate records of customer accounts, service history, and warranty information
• Help new customers understand how to use their irrigation systems and access online resources
• Identify patterns in customer issues and communicate them to the product and operations teams
• Process returns, replacements, and warranty claims according to company policy
• Meet response time and resolution targets while maintaining high customer satisfaction scores

• 1-2 years of customer support experience (phone, email, or chat support)
• Strong communication skills—you explain technical concepts in clear, friendly language
• Ability to listen carefully to customer problems and ask clarifying questions
• Patience and problem-solving approach when dealing with frustrated customers
• Comfortable working independently in a remote environment with minimal supervision
• Reliable internet connection and a quiet workspace at home
• Proficiency with email, phone systems, and ticketing software
• High school diploma or equivalent

• Experience in irrigation, landscaping, plumbing, or HVAC industries
• Familiarity with irrigation system components and how they function
• Experience with CRM or customer service software platforms
• Knowledge of water management or sustainability topics

• Health insurance coverage
• Paid time off and holidays
• Remote work flexibility
• Opportunity to work with a specialized industry and build expertise
• Collaborative team environment with growth potential in a growing company