Aquatic Technical Support Manager

🔥 25 minutes ago

🇺🇸 United States – Remote

💵 $80k - $100k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

🧑‍🔧 Technical Customer Success Manager

👻 Ghost score 4%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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VivoAquatics

WebsiteLinkedInAll Job Openings

51 - 200 employees

💼 Consulting

🏥 Healthcare

📦 Logistics

💰 $2M Venture Round on 2023-01

Consulting • Healthcare • Logistics

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, is the industry standard for aquatic management systems and remote monitoring. Global partners include Marriott International, MGM Resorts International, Wet'n'Wild Waterparks, The Irvine Company, and other industry leaders in hospitality fitness and facilities management.

📋 Description

• Lead the technical support team, overseeing the case management system, workflows, and escalation process • Build and refine the tools, techniques, and procedures used to deliver fast, accurate support to internal and external customers • Partner with Product, Sales, and other internal teams so customer feedback informs product direction and strengthens client and partner relationships • Manage, build, and develop a customer-focused team of technical support specialists across varying skill levels and responsibilities • Assess staff technical skills, identify training needs, and develop ongoing programs to close skill gaps • Establish KPIs for the Customer Support team and monitor individual and team performance to deliver constructive, timely feedback • Maintain a knowledge base for equipment troubleshooting, maintenance, and repair, including online entries with screenshots and video explaining key software features • Make sound, timely decisions with limited information, grounded in company best practices • Partner with Product Management and Engineering to implement tools and features that enable world-class support • Collaborate cross-functionally with other departments as needed • Launch the customer support survey, analyze results to identify opportunities to improve customer experience, and present findings to leadership • Cultivate a team culture that fosters independent problem-solving with a client-first mindset • Recruit, develop, and build technical talent with the soft skills and technical expertise to deliver world-class customer service • Maintain best practices across the entire technical support process • Guide implementation, continuous improvement, and documentation of policies, procedures, and processes for Support systems • Manage and supervise Customer Support Specialists and Technicians

🎯 Requirements

• Position is open to everyone residing within the United States • Knowledge of enterprise web technologies, security, and cutting-edge infrastructures • Leadership and management skills for globally distributed teams • Solid technical background, with the ability to translate concepts for a non-technical audience • Comprehensive knowledge of CRM systems and their functionality • Deep, current knowledge of VivoPoint systems and functionality, with a commitment to continuous learning • Skilled in using computer systems and navigating software programs efficiently • Skilled in analyzing client data to derive insights and inform decisions • Strong customer service skills, including de-escalation techniques to resolve customer concerns • Able to guide clients and team members through basic to advanced troubleshooting using a range of software applications • Strong written and verbal communication and problem-solving skills for interacting with clients and team members • Strong organizational skills, with effective time management and multitasking ability • Detail-oriented, with a commitment to accurate records and documentation • Adaptable and effective in a dynamic, fast-paced environment with shifting priorities and customer needs • Collaborative mindset, contributing to cross-functional teams toward shared goals • Self-motivated and driven to achieve professional success • Able to move, lift, carry, and push objects weighing up to 25 lbs on an occasional basis • Available to work weekends and holidays as required; occasional light travel may be needed throughout the year • Experience as a Customer Support Specialist I or similar customer service role required • 5+ years of commercial aquatics experience with in-field equipment troubleshooting and diagnosis required • Must obtain CPO license within first 90 days in position • 3+ years of management experience required • Project management experience preferred • Call center experience preferred • Experience with help desk software and remote support tools preferred • Proficiency with computer software programs required; experience with GSuite and/or MS Office preferred • Experience with CRM systems required; NetSuite experience preferred but not required • Must communicate effectively in English; ability to communicate in a second language is a plus