The Customer 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 experience
Proficiently establish and nurture client relationships by regularly performing client check-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 via 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 Customer 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 perform 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 current clients with our products and services
Collaborate with the Channel Partner department to schedule repairs and warranty work efficiently
Participate in internal meetings to discuss client status and trends and to brainstorm ideas on how to improve the client experience
Additional tasks as assigned by management

Requirements

QUALIFICATIONS

Comprehensive knowledge of CRM systems and their functionality
Exceptional knowledge of VivoPoint systems and its 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 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 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

Experience as a Customer Support Specialist I or similar customer service role required
Pool industry experience required, preferably in equipment troubleshooting and diagnosis, replacement, etc.
Must obtain CPO license within 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 HubSpot and 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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