Support Specialist

This role involves answering customer inquiries, resolving issues, conducting training, and creating documentation to support product usage and troubleshooting. The candidate will act as a liaison between customers and the company, ensuring customer satisfaction and success with the products.

In addition to the below responsibilities, this role requires that the ideal candidate possess a caring demeanor, attention to detail, and ability to work well in a team oriented environment.

Responsibilities

• Providing support through various channels such as email and phone.
• Troubleshooting product issues and collaborating with engineering and other teams to resolve problems.
• Creating and maintaining documentation that outlines product usage instructions.
• Creating and maintaining documentation that logs customer issues.
• Collaborating with cross-functional teams within the company, including sales and marketing, to assist in product demonstrations and promotions.
• Analyzing customer feedback and product usage metrics to identify areas for improvement.
• Participating in beta testing for new product releases to identify and address any issues before official release.
• On an as-needed basis, assist the production department with product assembly (seasonal requirement).
• Flexibility to attend industry tradeshows if required (infrequent).

Qualifications

• Technical knowledge of the company’s products and their technical aspects
• Strong problem-solving abilities to diagnose and resolve customer-reported issues.
• Excellent written and verbal communication skills to explain technical concepts clearly and concisely.
• A customer service orientation, including patience and empathy, to handle customer concerns professionally.
• Documentation skills to create and maintain comprehensive production documentation.
• Continuous learning to stay updated with the latest product developments and industry trends.
• Time management and prioritization skills to handle multiple customer inquiries efficiently.
• Prior experience with any of: swimming pools, electrical products, mechanical products, will all be considered, but not a requirement.
• Familiarity with Microsoft Outlook, Word, Excel.

Please note that work from home arrangements are not available and this position in 100% on-site.

For the ideal candidate, H2flow is able to offer a competitive compensation package that includes a competitive base salary, matching 401k, and a generous vacation allowance. Additionally, this position offers the chosen candidate with significant growth potential within a rapidly growing company.