VivoAquatics

Customer Support

• Actively monitor VivoPoint accounts for alarm statuses, offline/online status, and open service orders
• Report critical / unsafe water conditions to account manager and client with recommendations on how to respond to the issue to reduce exposure and limit guest impact
• 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 troubleshooting procedures; calls needing advanced troubleshooting will be escalated to Specialist II or III as appropriate
• 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 performing simple analysis on client data to look for trends and provide recommendations and solutions
• Export client data from CRM 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 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 cross-functional teams to guarantee the satisfaction of our current clients with our products and services and to schedule repairs and warranty work efficiently
• Additional tasks as assigned by management

Customer Support Specialist – VivoPoint Monitoring