Customer Support Specialist II

Job Title : Customer Support Specialist II

Department : Customer Support

Reports To : Customer and Technical Support Manager

Supervises : N / A

Salary : Hourly, Non-Exempt / $21-$25 per hour

This position is a hybrid role that will require 2 days in-office at our Irvine location and 3 days working remotely.

SUMMARY OF ESSENTIAL DUTIES AND RESPONSIBILITIES

The Customer 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.

Key Responsibilities Include :

• 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 Customer 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
• Additional tasks as assigned by management

Requirements

QUALIFICATIONS

SUPERVISORY RESPONSIBILITIES

EDUCATION and / or EXPERIENCE