Aquatics Technical Support Specialist II

🕒 Maio 26

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VivoAquatics

SiteLinkedInTodas as Vagas

51 - 200 funcionários

💰 $2.000.000 Venture Round em 2023-01

VivoAquatics é o principal fornecedor de soluções inovadoras de gestão de água para hotéis, resorts, proprietários de apartamentos multifamiliares, clubes de saúde, municípios e parques aquáticos em todo o mundo. Ajudamos nossos clientes a proteger seus ativos (ou seja, hóspedes, equipamentos, estruturas) e gerenciar custos através do desenvolvimento de padrões de marca e melhores práticas, além da implementação de equipamentos de automação química de ponta. Nossa plataforma SaaS, VivoPoint (www.vivopoint.com), é o padrão da indústria para sistemas de gerenciamento aquático e monitoramento remoto. Nossos parceiros globais incluem Marriott International (Marriott, Courtyard, Ritz Carlton, St. Regis, Westin, Sheraton), MGM Resorts International (Aria, Bellagio, Vdara), Wet'n'Wild Waterparks, The Irvine Company e outros líderes da indústria em hospitalidade, fitness e gestão de instalações.

Descrição

• Provide exceptional customer service to all clients and internal team members who contact Support • 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 Aquatics Technical 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

🎯 Requisitos

• 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