Customer Support & VivoPoint Monitoring Specialist

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 resides on 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

Requirements

QUALIFICATIONS

SUPERVISORY RESPONSIBILITIES

EDUCATION and / or EXPERIENCE