VivoAquatics

Aquatics Technical Support Specialist II

VivoAquatics

full-time

Posted on:

Location Type: Remote

Location: Nevada • United States

Visit company website

Explore more

✨ AI Apply
Apply

Salary

💰 $22 - $29 per hour

About the role

  • Proactively manage an allocated client portfolio to guarantee an exceptional customer experience
  • 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

Requirements

  • Intermediate to advanced knowledge of pool systems and equipment required, including knowledge of basics of pump room equipment
  • Comprehensive knowledge of CRM systems and their functionality
  • Proficient in utilizing computer systems and adept at navigating various software programs efficiently
  • Proficient in analyzing client data to derive insights and make informed decisions
  • Outstanding customer service skills, encompassing expertise in de-escalation techniques to effectively manage and resolve customer concerns
  • Ability to navigate through software applications to effectively guide clients and team members through basic to intermediate troubleshooting procedures
  • Exceptional communication skills, both written and verbal, to effectively interact with clients and team members
  • Strong problem-solving abilities, with a demonstrated capacity to exhibit patience when addressing challenging cases
  • Strong organizational abilities, enabling effective time management and successful multitasking
  • Detail-oriented approach with a commitment to maintaining accurate records and documentation
  • Demonstrated adaptability and the ability to thrive in a dynamic and fast-paced work environment, responding adeptly to changing priorities and customer needs
  • Collaborative mindset to contribute to cross-functional teams and achieve common goals
  • Highly self-motivated and passionately driven to achieve professional success
  • Ability to move, lift, carry, and push objects weighing up to 25 lbs on an occasional basis
  • Willingness and availability to work on weekends and holidays as required
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
pool systemspump room equipmentCRM systemsclient data analysistroubleshooting procedurescustomer servicede-escalation techniquesrecord keepingdata exportVivoPoint
Soft Skills
communication skillsproblem-solvingorganizational abilitiesdetail-orientedadaptabilitycollaborationself-motivatedcustomer relationship managementtime managementmultitasking