Customer Support Specialist II - Remote

Overview

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. This hybrid role requires 2 days in-office at our Irvine location and 3 days working remotely.

In Short

• Manage an allocated client portfolio for exceptional customer experience.
• Establish and nurture client relationships with regular check-ins.
• Ensure complete client onboarding in VivoPoint.
• Respond to customer inquiries via phone, email, or chat.
• Guide clients through troubleshooting procedures.
• Conduct analysis to detect product malfunctions.
• Maintain and update internal databases with customer information.
• Analyze client data for trends and provide recommendations.
• Inform customers about new product features.
• Coordinate with teams to enhance service quality.

Requirements

• Knowledge of CRM systems and functionality.
• Proficient in VivoPoint systems.
• Strong computer skills and software navigation.
• Outstanding customer service and de-escalation skills.
• Exceptional communication skills, both written and verbal.
• Strong problem-solving and organizational abilities.
• Detail-oriented with accurate record-keeping.
• Ability to adapt in a fast-paced environment.
• Self-motivated and driven for success.
• Ability to lift objects up to 25 lbs.

Benefits

• Opportunity for professional growth.
• Collaborative work environment.
• Flexible work arrangements.
• Training and development opportunities.
• Health and wellness benefits.