Customer Care Technical Support Specialist, Las Vegas, NV

Technical Helpline & Troubleshooting

• Help our partner technicians perform routine maintenance and repairs on spa equipment, such as Hot Tubs.
• Able to advise about water quality, filtration systems, and chemical balance in our products.
• Identify and troubleshoot technical issues to ensure all spa equipment is functioning efficiently and safely.
• Coordinate with vendors and service providers for equipment servicing and repairs when needed.
• Diagnose hardware, software, or system malfunctions and guide customers through solutions.
• Maintain detailed records of customer interactions, troubleshooting steps, and resolutions in the CRM system.

Customer Service & Communication

• Assist customers with questions about warranty claims and parts.
• Provide exceptional customer service by processing warranty claims in a timely manner and communication via phone and e-mail.
• Deliver exceptional customer service by ensuring prompt and courteous responses to inquiries.
• Follow up with customers to ensure issues are fully resolved and provide additional support as needed.
• Handle customer on-boarding sessions to make new customer feel welcome and use our dealer portal.

Product Knowledge & Continuous Improvement

• Stay updated on company products, services, and industry trends to provide accurate technical support.
• Contribute to knowledge base articles, FAQs, and troubleshooting guides for both customers and internal teams.
• Collaborate with engineering, quality assurance, and product development teams to report product issues and suggest improvements.

POSITION QUALIFICATIONS

Competencies:

• Ability to work independently as well as with a team
• Ability to work efficiently and effectively under pressure
• Highly organized and strong attention to detail
• Strong interpersonal skills
• Excellent verbal and written communication skills

SKILLS & ABILITIES

Education: High School Diploma required. Associate’s Degree in Engineering, Manufacturing, or related field (or equivalent experience) preferred.

Experience: 1-3 year warranty administration, data entry and technical troubleshooting of hot tubs experience preferred.

Computer Skills: Experience in Microsoft Office required; engineering documentation experience preferred