Aquatics Technical Support Specialist II

Job Title: Aquatics Technical Support Specialist II

Department: Customer Support

Reports To: Customer and Technical Support Manager

Supervises: N/A

Salary: Hourly; $22-$29 per hour, depending on location, experience, knowledge, skills, and abilities

Position is fully remote from anywhere in the United States. 

SUMMARY OF ESSENTIAL DUTIES AND RESPONSIBILITIES

The Aquatics Technical Support Specialist II is responsible for efficiently addressing customer inquiries, offering effective solutions, and providing expert guidance to product users regarding features and functionalities. Specialists will respond to escalated calls and offer assistance to clients. 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 reputation as a company known for delivering outstanding customer support throughout all sales and after-sales processes.

Key Responsibilities Include:

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

QUALIFICATIONS 

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

SUPERVISORY RESPONSIBILITIES 

1. N/A

EDUCATION and/or EXPERIENCE 

1. Experience as a Customer Support Specialist I or similar customer service role required 
2. Pool industry experience required, preferably in equipment troubleshooting and diagnosis, replacement, etc.
3. Must obtain CPO license within first 30 days in position
4. Experience using help desk software and remote support tools preferred
5. Experience using computer software programs required; experience with GSuite and/or MS Office preferred
6. Experience using CRM systems required; experience with HubSpot and NetSuite is preferred but not required
7. Must be able to effectively communicate in English. Ability to communicate in a second language is a plus