Aquatics Technical Support Specialist II

DescriptionJob Title: Aquatics Technical Support Specialist IIDepartment: Customer SupportReports To: Customer and Technical Support ManagerSupervises: N/ASalary: Hourly, Non-Exempt / $22-$29 per hourThis position is fully remote and can be performed from anywhere in the United States. The ideal candidate is in or around the Las Vegas, NV territory.SUMMARY OF ESSENTIAL DUTIES AND RESPONSIBILITIESThe 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. Each Specialist will be responsible for a designated portfolio of clients, serving as the primary point of contact for all client inquiries. Furthermore, Specialists will respond to escalated calls and offer assistance to clients beyond their assigned portfolio when 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 reputation as a company known for delivering outstanding customer support throughout all sales and after-sales processes.Key Responsibilities Include:Proactively manage an allocated client portfolio to guarantee an exceptional customer experienceProficiently establish and nurture client relationships by regularly performing client check-ins and profile analysisEnsure a complete client onboarding process in VivoPoint, including user set up, notification preference, preliminary VivoPoint training, and confirmation that systems were installed correctlyRespond promptly and accurately to customer inquiries via phone, email, or chat channelsIdentify and address customer needs, guiding them in utilizing specific product features effectivelyEffectively 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 experiencesCreate, maintain, and update our internal databases with relevant customer information as requiredProactively perform simple analysis on client data to look for trends and provide training and offer assistance, recommendations, and solutionsExport client data from VivoPoint to external programs in order to present to management and/or client as neededCollaborate with team members by sharing feature requests and suggesting effective workarounds for common to advance issuesProactively inform customers about new product features and functionalities, ensuring they stay updatedFollow up with customers to confirm resolution of their issues and satisfaction with the provided solutionsServe as a liaison between the customer support team, management, and clients to enhance service quality and boost business productivityCoordinate with the Account Management team to guarantee the satisfaction of our current clients with our products and servicesCollaborate with the Channel Partner department to schedule repairs and warranty work efficientlyParticipate in internal meetings to discuss client status and trends and to brainstorm ideas on how to improve the client experienceAdditional tasks as assigned by managementRequirementsQUALIFICATIONSIntermediate to advanced knowledge of pool systems and equipment required, including knowledge of basics of pump room equipmentComprehensive knowledge of CRM systems and their functionalityProficient in utilizing computer systems and adept at navigating various software programs efficientlyProficient in analyzing client data to derive insights and make informed decisionsOutstanding customer service skills, encompassing expertise in de-escalation techniques to effectively manage and resolve customer concernsAbility to navigate through software applications to effectively guide clients and team members through basic to intermediate troubleshooting proceduresExceptional communication skills, both written and verbal, to effectively interact with clients and team membersStrong problem-solving abilities, with a demonstrated capacity to exhibit patience when addressing challenging casesStrong organizational abilities, enabling effective time management and successful multitaskingDetail-oriented approach with a commitment to maintaining accurate records and documentationDemonstrated adaptability and the ability to thrive in a dynamic and fast-paced work environment, responding adeptly to changing priorities and customer needsCollaborative mindset to contribute to cross-functional teams and achieve common goalsHighly self-motivated and passionately driven to achieve professional successAbility to move, lift, carry, and push objects weighing up to 25 lbs on an occasional basisWillingness and availability to work on weekends and holidays as requiredSUPERVISORY RESPONSIBILITIESN/AEDUCATION and/or EXPERIENCEPool industry experience required, preferably in equipment troubleshooting and diagnosis, replacement, etc.Must obtain CPO license within first 30 days in positionExperience using help desk software and remote support tools preferredExperience using computer software programs required; experience with GSuite and/or MS Office preferredExperience using CRM systems required; experience with HubSpot and NetSuite is preferred but not requiredMust be able to effectively communicate in English. Ability to communicate effectively in Spanish a plus!Must have reliable home internet