Customer Support & Vivopoint Monitoring Specialist - $22 - $25 An Hour - Remote in Fully

Description Job Title:

Customer Support & VivoPoint Monitoring Specialist

Department:

Customer Support

Reports To:

Customer and Technical Support Manager

Supervises:

N/A

Salary:

Non-Exempt, Hourly;

$22-$25 per hour

Position is remote anywhere in the US;

Ideal candidate resideson the Pacific West Coast (Pacific time).

Summary Of Essential Duties And Responsibilities The Customer Support & VivoPoint Monitoring Specialist is primarily responsible for reducing exposure and liability to the organization by actively monitoring the VivoPoint platform and notifying the client and appropriate parties of any unsafe water conditions that could cause harm to clients and their guests. Additionally, the position is responsible for efficiently addressing customer inquiries, offering effective solutions, and providing expert guidance to product users regarding features and functionalities. 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

Actively monitor VivoPoint accounts for alarm statuses, offline/online status, and open service orders

Report critical / unsafe water conditions to account manager and client with recommendations on how to respond to the issue to reduce exposure and limit guest impact

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

Pool equipment and part knowledge to effectively communicate using proper terminology

Effectively guide clients and team members through basic troubleshooting procedures;

calls needing advanced troubleshooting will be escalated to Specialist II or III as appropriate

Troubleshoot chemical automation controllers (Emec, IPS, Prominent, Becs, etc.)

Troubleshoot chemical feeders, to include peristaltic pumps, Cal-Hypo dry erosion feeders, and salt systems

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 performing simple analysis on client data to look for trends and provide recommendations and solutions

Export client data from CRM 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 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 cross-functional teams to guarantee the satisfaction of our current clients with our products and services and to schedule repairs and warranty work efficiently

Additional tasks as assigned by management

Qualifications

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 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

Supervisory Responsibilities

N/A

Education And/or Experience

Pool industry experience required in equipment troubleshooting and diagnosis, replacement, etc.

Intermediate knowledge of pool equipment and pool systems, understanding general basics of pump room equipment

Experience as a Customer Support Specialist or similar customer service role preferred

Must obtain CPO license within first 60 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 HubSpotand NetSuite is preferred but not required

Must be able to effectively communicate in English. Ability to communicate in a second language is a plus

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