• Act as the central point of contact for assigned clients in relation to client raised requests. • Manage clients’ requests in a timely and cost-effective manner, adhering to client SLAs. • Take ownership of the overall progress and resolution of an assigned portfolio of support issues. • Involved with the delivery teams in relation to requirements gathering of change requests. • Provide product setup and configuration for deliverables or to resolve live production issues. • Drive problem management efforts within the support remit, conducting root cause analysis and implementing preventative measures.

Role Description We are seeking a focused and detail-oriented General Secretary to support Amazon seller/vendor operations. This role involves submitting claims, handling disputes, and working within client-provided systems with a high level of accuracy and patience. - Submit claims on behalf of Amazon seller/vendor accounts. - Monitor, track, and follow up on claim statuses and resolutions. - Handle disputes and ensure proper documentation is provided. - Accurately input and manage data using Microsoft Excel. - Follow detailed instructions and SOPs for claim submission processes. - Maintain organized records of claims and communications. - Communicate updates clearly with internal teams or clients as needed. Qualifications - Strong attention to detail and high level of accuracy. - Patient, focused, and able to follow instructions precisely. - Proficiency in Microsoft Excel. - Good written communication skills. - Ability to work independently and manage repetitive tasks efficiently. - Experience with Amazon Seller/Vendor Central is a plus (training will be provided). Requirements - Purely work-from-home. - Night Shift (EST). - Weekly pay.

• 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.

• Develop deep technical expertise in the Itential Automation Platform and supporting technologies. • Own customer issues end-to-end, from triage through resolution, ensuring accountability and timely follow-through. • Perform advanced troubleshooting and root cause analysis across APIs, services, and distributed environments. • Reproduce customer issues by installing and configuring platform components (Node.js, MongoDB, RabbitMQ, Redis). • Build and maintain test environments using virtual machines, Docker, and Kubernetes. • Act as an escalation point for high-impact or production-critical issues, coordinating across internal teams. • Partner with Engineering to document defects, provide reproducible scenarios, and track issues through resolution. • Communicate clearly and effectively with customers via Jira Service Management, email, and meetings. • Meet defined SLAs while maintaining a high standard of quality in issue handling and updates. • Contribute to documentation, identify issue trends, and drive improvements in product quality and support processes. • Participate in a rotating on-call schedule to support 24/7 customer needs, including weekends and holidays (on-call means being available, not actively working).