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Aquatics Technical Support Specialist II
Skills
Analytical SkillsAquaticsCustomer Relationship ManagementCustomer ServiceCustomer SupportEnglishIT Escalation
What the job involves
The main requirements, responsibilities and hiring steps.
Requirements
- Comprehensive knowledge of CRM systems and their functionality
- Exceptional knowledge of VivoPoint systems and its functionality
- Proficient in utilizing computer systems and navigating software efficiently
- Proficient in analyzing client data to derive insights and make informed decisions
- Outstanding customer service skills including de-escalation techniques
- Ability to guide clients through basic to intermediate troubleshooting
- Exceptional written and verbal communication skills
- Strong problem-solving abilities and patience
- Strong organizational abilities and multitasking skills
- Detail-oriented approach with accurate record keeping
- Ability to adapt in a fast-paced environment
- Collaborative mindset for cross-functional teamwork
- Highly self-motivated and driven
- Ability to lift carry and push up to 25 lbs occasionally
- Availability to work weekends and holidays as required
- Customer Support Specialist I or similar experience required
- Pool industry experience required preferably troubleshooting and diagnosis
- Must obtain CPO license within first 30 days
- 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
- HubSpot and NetSuite preferred but not required
- Must be able to communicate effectively in English
Nice to have
- detail-oriented
- self-motivated
- adaptable
- collaborative
- patient
- driven
Day to day
- Provide exceptional customer service to clients and internal team members through phone email and chat
- Respond promptly to escalated inquiries and guide users through basic to intermediate troubleshooting
- Analyze client data and product issues to identify trends create reports and support effective solutions
- Maintain accurate customer records coordinate onboarding and collaborate with cross-functional teams to improve client satisfaction
Hiring process
- Apply