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