VivoAquatics
Customer Support & VivoPoint Monitoring Specialist
VivoAquatics, Irvine, California, United States, 92713
Overview
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 Location: Remote anywhere in the US; ideal candidate resides on the Pacific West Coast (Pacific time). Summary
The Customer Support & VivoPoint Monitoring Specialist is primarily responsible for reducing exposure and liability by actively monitoring the VivoPoint platform and notifying the client and appropriate parties of any unsafe water conditions. The role also involves addressing customer inquiries, offering effective solutions, and providing expert guidance on product features and functionalities. Success depends on strong communication and troubleshooting skills, the ability to establish trust with clients, proficiency with help desk software, and contributing to a reputation for outstanding customer support throughout sales and after-sales processes. Key Responsibilities
Actively monitor VivoPoint accounts for alarm statuses, online/offline status, and open service orders Report critical or unsafe water conditions to the account manager and client with recommended responses to reduce exposure and minimize guest impact Respond promptly and accurately to customer inquiries via phone, email, or chat Identify and address customer needs, guiding them in using specific product features effectively Utilize pool equipment and parts terminology accurately in communications Guide clients and team members through basic troubleshooting; escalations for advanced issues to Specialist II or III as appropriate Troubleshoot chemical automation controllers (Emec, IPS, Prominent, Becs, etc.) Troubleshoot chemical feeders (including peristaltic pumps, Cal-Hypo dry erosion feeders, and salt systems) Conduct analysis to detect and report product malfunctions, including testing scenarios or simulating user experiences Create, maintain, and update internal databases with relevant customer information Perform simple analysis on client data to identify trends and provide recommendations Export client data from CRM to external programs for management or client review Collaborate with team members to share feature requests and suggest effective workarounds Inform customers about new product features and functionalities Follow up with customers to confirm resolution and satisfaction Serve as a liaison between the customer support team, management, and clients to improve service quality Coordinate with cross-functional teams to ensure client satisfaction and schedule repairs/warranty work Other tasks as assigned by management Qualifications
Comprehensive knowledge of CRM systems and their functionality Proficient with computer systems and navigating various software programs Ability to analyze client data to derive insights and inform decisions Outstanding customer service skills with de-escalation expertise Ability to guide clients and team members through basic troubleshooting Exceptional written and verbal communication skills Strong problem-solving abilities and patience in challenging cases Strong organizational skills and time management Detail-oriented with accurate record-keeping Adaptable and able to thrive in a dynamic, fast-paced environment Collaborative mindset for cross-functional teamwork Self-motivated and driven to achieve professional success Ability to move, lift, and push objects up to 25 lbs occasionally Willingness and availability to work on weekends and holidays as required Education and/or Experience
Pool industry experience in equipment troubleshooting and diagnosis, replacement, etc. Intermediate knowledge of pool equipment and systems; understanding of pump room equipment basics Experience as a Customer Support Specialist or similar 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; GSuite and/or MS Office preferred Experience using CRM systems required; HubSpot and/or NetSuite preferred but not required Must be able to communicate effectively in English; second language a plus Additional Information
Seniority level: Entry level Employment type: Full-time Job function: Other Industries: Technology, Information and Internet
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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 Location: Remote anywhere in the US; ideal candidate resides on the Pacific West Coast (Pacific time). Summary
The Customer Support & VivoPoint Monitoring Specialist is primarily responsible for reducing exposure and liability by actively monitoring the VivoPoint platform and notifying the client and appropriate parties of any unsafe water conditions. The role also involves addressing customer inquiries, offering effective solutions, and providing expert guidance on product features and functionalities. Success depends on strong communication and troubleshooting skills, the ability to establish trust with clients, proficiency with help desk software, and contributing to a reputation for outstanding customer support throughout sales and after-sales processes. Key Responsibilities
Actively monitor VivoPoint accounts for alarm statuses, online/offline status, and open service orders Report critical or unsafe water conditions to the account manager and client with recommended responses to reduce exposure and minimize guest impact Respond promptly and accurately to customer inquiries via phone, email, or chat Identify and address customer needs, guiding them in using specific product features effectively Utilize pool equipment and parts terminology accurately in communications Guide clients and team members through basic troubleshooting; escalations for advanced issues to Specialist II or III as appropriate Troubleshoot chemical automation controllers (Emec, IPS, Prominent, Becs, etc.) Troubleshoot chemical feeders (including peristaltic pumps, Cal-Hypo dry erosion feeders, and salt systems) Conduct analysis to detect and report product malfunctions, including testing scenarios or simulating user experiences Create, maintain, and update internal databases with relevant customer information Perform simple analysis on client data to identify trends and provide recommendations Export client data from CRM to external programs for management or client review Collaborate with team members to share feature requests and suggest effective workarounds Inform customers about new product features and functionalities Follow up with customers to confirm resolution and satisfaction Serve as a liaison between the customer support team, management, and clients to improve service quality Coordinate with cross-functional teams to ensure client satisfaction and schedule repairs/warranty work Other tasks as assigned by management Qualifications
Comprehensive knowledge of CRM systems and their functionality Proficient with computer systems and navigating various software programs Ability to analyze client data to derive insights and inform decisions Outstanding customer service skills with de-escalation expertise Ability to guide clients and team members through basic troubleshooting Exceptional written and verbal communication skills Strong problem-solving abilities and patience in challenging cases Strong organizational skills and time management Detail-oriented with accurate record-keeping Adaptable and able to thrive in a dynamic, fast-paced environment Collaborative mindset for cross-functional teamwork Self-motivated and driven to achieve professional success Ability to move, lift, and push objects up to 25 lbs occasionally Willingness and availability to work on weekends and holidays as required Education and/or Experience
Pool industry experience in equipment troubleshooting and diagnosis, replacement, etc. Intermediate knowledge of pool equipment and systems; understanding of pump room equipment basics Experience as a Customer Support Specialist or similar 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; GSuite and/or MS Office preferred Experience using CRM systems required; HubSpot and/or NetSuite preferred but not required Must be able to communicate effectively in English; second language a plus Additional Information
Seniority level: Entry level Employment type: Full-time Job function: Other Industries: Technology, Information and Internet
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