Customer Support Specialist II

February 18

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VivoAquatics

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VivoAquatics is the leading provider of innovative water management solutions to hotels, resorts, multi-family apartment owners, health clubs, municipalities and waterparks worldwide. We help our clients protect their assets (i.e., guests, equipment, structures) and manage costs through the development of brand standards and best practices, the implementation of leading edge chemical automation equipment. Our SaaS platform, VivoPoint (www.vivopoint.com), is the industry standard for aquatic management systems and remote monitoring.Global partners include Marriott International (Marriott, Courtyard, Ritz Carlton, St. Regis, Westin, Sheraton), MGM Resorts International (Aria, Bellagio, Vdara), Wet'n'Wild Waterparks, The Irvine Company, and other industry leaders in hospitality fitness and facilities management.

Pool Chemicals • Water Leak Detection • Aquatic Consulting • Water Risk Management • Automated Water Treatment

51 - 200 employees

💰 $2M Venture Round on 2023-01

📋 Description

• 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. • 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.

🎯 Requirements

• 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