Our client is the foremost supplier of cutting edge technology geared to Drowning Prevention Systems that are used by municipal aquatic centers/pools, schools, public access lakes, and private homes across America. Their systems are affordable, easy to install, and reliable. They are revolutionizing the job of lifeguards & pool operators by giving them new tools to save lives.

The Technical Customer Support Specialist oversees the intake and resolution of customer support tickets related to WAVE’s proprietary life safety systems. This role handles all general inquiries as well as providing T1 technical support and general recommendations to our customer base. The ideal candidate will ensure timely, efficient service delivery while maintaining high standards and customer satisfaction.

This position offers: Paid time off, paid Holidays, real-world experience in a dynamic and fast-paced life safety tech environment, mentorship from experienced professionals and direct interaction with senior leadership, a collaborative and inclusive work environment, and the opportunity to help shape the field of Aquatics Safety.

• Manage customer support inquiries via multiple channels, including phone, email, chat, and social media, ensuring timely and efficient resolution of issues.
• Collaborate closely with the sales, product development, and engineering teams to address customer feedback, product bugs, and feature requests.
• Maintain and update the knowledge base, including troubleshooting guides, FAQs, and other support documentation.
• Submit warranty orders and issue RMAs as needed.
• Utilize CRM to log detailed notes on customer issues and interactions.
• Effectively prioritize incoming tickets to ensure Service Level Agreements are met.
• Collaborate with management to identify bottlenecks and streamline ticket handling processes.

• Knowledge of computer networking, such as IP addresses, DHCP leases, and Wi-Fi troubleshooting.
• Experience in technical or customer support, preferably with networked devices or facilities management.
• Proficiency with CRM (Hubspot, Airtable) or other customer support ticketing and scheduling software.
• Reliable transportation to and from our office in Norwalk, CT.
• Excellent communication and interpersonal skills.
• Detail-oriented with strong organizational and time management skills.
• Customer-focused mindset with commitment to service excellence.
• Ability to manage multiple priorities and deadlines effectively.
• Knowledge of Linux-based operating systems a plus.
• Previous experience as a lifeguard is a plus.