Technical Service Professional

3 days ago

Pasadena, California, United States VivoAquatics Full time
What You Will Do

In this role, you will be responsible for managing a designated portfolio of clients, serving as the primary point of contact for all client inquiries. You will respond to customer inquiries via phone, email, or chat channels, and identify and address customer needs, guiding them in utilizing specific product features effectively.

Responsibilities Include:

  1. Proactively manage an allocated client portfolio to guarantee an exceptional customer experience
  2. Establish and nurture client relationships by regularly performing client check-ins and profile analysis
  3. Ensure a complete client onboarding process in VivoPoint, including user set up, notification preference, preliminary VivoPoint training, and confirmation that systems were installed correctly
  4. Respond promptly and accurately to customer inquiries via phone, email, or chat channels
  5. Identify and address customer needs, guiding them in utilizing specific product features effectively
  6. Guide clients and team members through basic to intermediate troubleshooting procedures
  7. Conduct comprehensive analysis to detect and report product malfunctions
  8. Maintain and update internal databases with relevant customer information
  9. Perform simple analysis on client data to look for trends and provide training and offer assistance
  10. Export client data from VivoPoint to external programs
  11. Collaborate with team members by sharing feature requests and suggesting effective workarounds for common to advance issues
  12. Inform customers about new product features and functionalities
  13. Follow up with customers to confirm resolution of their issues and satisfaction with the provided solutions
  14. Serve as a liaison between the customer support team, management, and clients
  15. Coordinate with the Account Management team to guarantee the satisfaction of our current clients
  16. Collaborate with the Channel Partner department to schedule repairs and warranty work efficiently
  17. Participate in internal meetings to discuss client status and trends
  18. Additional tasks as assigned by management

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

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