• 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