Customer Support Specialist II - Client Relationship Management and Technical Support

Join the Workwarp Team: Deliver Exceptional Customer Experiences as a Customer Support Specialist II

At Workwarp, we're dedicated to revolutionizing the way businesses interact with their customers. Our cutting-edge solutions and innovative approach have set us apart in the industry, and we're looking for a talented Customer Support Specialist II to join our team. As a key player in our Customer Support department, you'll be responsible for providing top-notch support to our clients, ensuring their needs are met, and exceeding their expectations. If you're passionate about delivering exceptional customer experiences and have a knack for technical support, we want to hear from you!

About Workwarp

Workwarp is a dynamic and forward-thinking company that's transforming the way businesses operate. Our mission is to provide innovative solutions that make a real difference in the lives of our customers. We're a remote-friendly company that values flexibility, work-life balance, and employee well-being. Our team is made up of talented individuals from diverse backgrounds, and we're committed to fostering a culture of inclusivity, collaboration, and growth.

Key Responsibilities:

• Client Relationship Management: Proactively manage an allocated client portfolio to guarantee an exceptional customer experience, ensuring timely communication, and regular check-ins to build trust and rapport.
• Technical Support: Respond promptly and accurately to customer inquiries via phone, email, or chat channels, providing effective solutions and expert guidance on product features and functionalities.
• Onboarding and Training: Ensure a complete client onboarding process in VivoPoint, including user setup, notification preference, preliminary VivoPoint training, and confirmation that systems were installed correctly.
• Troubleshooting and Escalation: Effectively guide clients and team members through basic to intermediate troubleshooting procedures, accept and respond to escalated calls from Customer Support Specialist I, and conduct comprehensive analysis to detect and report product malfunctions.
• Data Analysis and Reporting: Proactively perform simple analysis on client data to look for trends, provide training, and offer assistance, recommendations, and solutions.
• Collaboration and Communication: Collaborate with team members by sharing feature requests and suggesting effective workarounds for common to advanced issues, and serve as a liaison between the customer support team, management, and clients to enhance service quality and boost business productivity.

Requirements:

Essential Qualifications:

• Comprehensive knowledge of CRM systems and their functionality, with experience using help desk software and remote support tools.
• Exceptional knowledge of VivoPoint systems and its functionality, with experience using computer software programs, including GSuite and/or MS Office.
• Outstanding customer service skills, encompassing expertise in de-escalation techniques to effectively manage and resolve customer concerns.
• 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.

Preferred Qualifications:

• Experience as a Customer Support Specialist I or similar customer service role, with a minimum of 1-2 years of experience in a customer-facing role.
• Pool industry experience, preferably in equipment troubleshooting and diagnosis, replacement, etc.
• CPO license (must obtain within the first 30 days in position).
• Experience using CRM systems, including HubSpot and NetSuite.

What We Offer:

At Workwarp, we're committed to providing a supportive and inclusive work environment that fosters growth and development. Here are some of the benefits and perks we offer:

• Competitive salary: $21-$25 per hour, depending on experience.
• Remote work opportunities: Work from the comfort of your own home and enjoy a better work-life balance.
• Opportunities for growth and development: We're committed to helping our employees grow and develop their skills, with training and development programs available.
• Collaborative and dynamic work environment: Our team is made up of talented individuals from diverse backgrounds, and we're committed to fostering a culture of inclusivity and collaboration.
• Flexible work arrangements: We're open to flexible work arrangements, including part-time and flexible hours.

How to Apply:

If you're passionate about delivering exceptional customer experiences and have a knack for technical support, we want to hear from you! Please submit your application today, including your resume and a cover letter outlining your experience and qualifications.

Don't worry if you don't meet every single requirement. We value a great attitude and a willingness to learn above all. We look forward to hearing from you and discussing this exciting opportunity further!