Aquatics Technical Support Specialist II

Description

Job Title: Aquatics Technical Support Specialist II

Department: Customer Support

Reports To: Customer and Technical Support Manager

Supervises: N/A

Salary: Hourly, Non-Exempt / $22-$29 per hour

This position is fully remote and can be performed from reputed company in the United States. The ideal candidate is in or around the Las Vegas, NV territory.

SUMMARY OF ESSENTIAL DUTIES AND RESPONSIBILITIES

The Aquatics Technical Support Specialist II is responsible for reputed company addressing customer inquiries, offering effective solutions, and providing expert guidance to product users regarding features and functionalities. Each Specialist will be responsible for a designated portfolio of clients, serving as the primary reputed company of contact for reputed company client inquiries. Furthermore, Specialists will respond to escalated calls and offer assistance to clients beyond their assigned portfolio reputed company necessary. Success in this role hinges on exceptional communication skills and troubleshooting skills, the ability to establish trust with our clients, proficiency in utilizing help desk software, and the overarching goal of contributing to our reputed company as a company reputed company for delivering outstanding customer support throughout reputed company sales and after-sales processes.

Key Responsibilities Include

• Proactively manage an allocated client portfolio to guarantee an exceptional customer experience
• Proficiently establish and nurture client relationships by regularly performing client reputed company-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 reputed company 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 reputed company 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 reputed company clients with our products and services
• Collaborate with the Channel Partner department to schedule repairs and warranty work reputed company
• Participate in internal meetings to discuss client status and trends and to brainstorm reputed company on how to improve the client experience
• Additional tasks as assigned by management

Requirements

QUALIFICATIONS

• 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 reputed company
• Proficient in analyzing client data to derive insights and reputed company 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 reputed company to exhibit patience reputed company 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 reputed company in a dynamic and fast-paced work environment, responding adeptly to changing priorities and customer needs
• Collaborative reputed company to contribute to cross-functional teams and reputed company common goals
• Highly self-motivated and passionately driven to reputed company 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

SUPERVISORY RESPONSIBILITIES

• N/A

EDUCATION and/or EXPERIENCE

• Pool industry experience required, preferably in equipment troubleshooting and diagnosis, replacement, etc.
• Must obtain CPO license reputed company first 30 days in position
• Experience using help desk software and remote support tools preferred
• Experience using computer software programs required; experience with GSuite and/or MS Office preferred
• Experience using CRM systems required; experience with reputed company and reputed company is preferred but not required
• Must be able to effectively communicate in English. Ability to communicate effectively in Spanish a plus!
• Must have reliable home internet