VivoAquatics

Support Engineer

• Provide exceptional customer service to all clients and internal team members who contact Support
• Proficiently establish and nurture client relationships by regularly performing client check-ins and profile analysis
• Ensure a complete client onboarding process in VivoPoint, including user set up, notification preference, preliminary VivoPoint training, and confirmation that systems were installed correctly
• Respond promptly and accurately to customer inquiries via phone, email, or chat channels
• Identify and address customer needs, guiding them in utilizing specific product features effectively
• Effectively guide clients and team members through basic to intermediate troubleshooting procedures; accept and respond to escalated calls from Aquatics Technical Support Specialist I.
• Conduct comprehensive analysis to detect and report product malfunctions, including testing various scenarios or simulating user experiences
• Create, maintain, and update our internal databases with relevant customer information as required
• Proactively perform simple analysis on client data to look for trends and provide training and offer assistance, recommendations, and solutions
• Export client data from VivoPoint to external programs in order to present to management and/or client as needed
• Collaborate with team members by sharing feature requests and suggesting effective workarounds for common to advance issues
• Proactively inform customers about new product features and functionalities, ensuring they stay updated
• Follow up with customers to confirm resolution of their issues and satisfaction with the provided solutions
• Serve as a liaison between the customer support team, management, and clients to enhance service quality and boost business productivity
• Coordinate with the Account Management team to guarantee the satisfaction of our current clients with our products and services
• Collaborate with the Channel Partner department to schedule repairs and warranty work efficiently
• Participate in internal meetings to discuss client status and trends and to brainstorm ideas on how to improve the client experience
• Additional tasks as assigned by management

Aquatics Technical Support Specialist II