VivoAquatics

• The Aquatics Technical 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. • Furthermore, 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. • Proactively manage an allocated client portfolio to guarantee an exceptional customer experience. • 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.

• Coordinate with stakeholders on new feature requests, requirements gathering, new product development and the product roadmap • Manage and prioritize the product backlog ensuring roadmap deliverables are met • Write stories with excellent (testable) acceptance criteria • Approve builds by working with QA and reviewing test plans and results • Represent the voice of the customer to the scrum team • Act as a subject matter expert in customer discussions and demo product features • Use JIRA to create epics, user stories, enter and manage defects and bugs, create epics and UAT test steps • Work with technical design to design storyboards, negotiate scope iterations, obtain stakeholder feedback, and obtain approval and launch dates • Make data-driven decisions to identify business requirements, functional design, process design (scenario design, user journey, flow mapping, etc.) as well as prototyping, testing, training, and defining support procedures • Support the following processes: product lifecycle management, ideation management, product planning, quality management, test automation, integration and build automation, continuous integration and deployment, issue and problem management, application and infrastructure measurement and monitoring, integration with business systems, information security, and cloud orchestration. • Perform other job-related duties as needed

• Actively monitor VivoPoint accounts for alarm statuses, offline/online status, and open service orders • Report critical / unsafe water conditions to account manager and client with recommendations on how to respond to the issue to reduce exposure and limit guest impact • 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 • Pool equipment and part knowledge to effectively communicate using proper terminology • Effectively guide clients and team members through basic troubleshooting procedures; calls needing advanced troubleshooting will be escalated to Specialist II or III as appropriate • Troubleshoot chemical automation controllers (Emec, IPS, Prominent, Becs, etc.) • Troubleshoot chemical feeders, to include peristaltic pumps, Cal-Hypo dry erosion feeders, and salt systems • 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 performing simple analysis on client data to look for trends and provide recommendations and solutions • Export client data from CRM 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 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 cross-functional teams to guarantee the satisfaction of our current clients with our products and services and to schedule repairs and warranty work efficiently • Additional tasks as assigned by management