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Software Support Specialist Jobs

Company

Fluidra North America
Address , Carlsbad, 92010
Employment type
Salary $65,000 - $75,000 a year
Expires 2023-12-09
Posted at 8 months ago
Job Description
Fluidra’s looking for a Software Specialist to join our team at our West Coast office in Carlsbad, CA.

WHAT YOU WILL CONTRIBUTE
The Software Specialist holds significant amount of responsibility in providing frontline software support responses for all iON Software products as well as technical product training to pool and spa professionals and Zodiac staff. The iON family of software provides pool Builders and Service companies with a web-based database by which they can better manage their company. Because these companies rely heavily on immediate solutions to their requests, the Software Specialist must have excellent problem-solving skills and must quickly resolve any customer issues. Where problems may be escalated, the Software Specialist must effectively document and report the issue to the customer and the development support team. To minimize the support request volume, the Software Specialist must actively work with the Software Development Manager to identify support trends and document suggestions to minimize future requests. Additionally, you will:

The Fluidra Software Specialist must perform the following technical support duties:

  • Create, review, and maintain all iON Software User Guides and Videos.
  • Update onboarding and subscriber usage data to enable trend reporting.
  • Perform quarter reviews of subscribers and conduct follow up meetings for any that have ceased using iON Software products.
  • Participate in monthly software update meetings and provide product updates to other Carlsbad call center technical support teams.
  • Actively monitor the support queues for all Tier-1 iON Software products (ProEdge Build, iON Pool Care, and Warranty Claim System) and provide timely response to customer and other support teams.
  • Keep current on all new releases for all iON Software products.
  • Document all escalations and effectively communicate the issues, reproducible conditions, error codes, and suggestions for resolution.
  • Conduct at least two online onboarding meetings for each subscriber to which they are assigned.

The Fluidra Software Support Specialist must perform the following training duties:

  • Represents Fluidra at trade shows and other events within the region.
  • Serve as a beta tester for software releases.
  • Serves as the software training “voice” in monthly service and training meetings.
  • Provides technical software training to all field personnel within the region, including Technical Training Specialists, Territory Sales Managers, Territory Service Managers, and Field Service Technicians, with an emphasis on helping new team members to become well-versed on the technical aspects of Fluidra software.
  • Serve as proof-reader for documents created by others.
  • Works closely with other Training/Marketing/Service team members and other departments (Engineering, Customer Operations, etc.) to develop a variety of software training content (slides, online coursework, videos, webinars, simulators) relevant to pool/spa professionals within the region.
  • Provide monthly product updates to other support teams.
  • Create How-to guides in response to customer support requests.
  • Delivers software training presentations to pool/spa professionals in person and via webinar, to audiences ranging from 1 to 100+ people.
  • Develops close working relationships with all industry groups within the region, including IPPSA, APSP, FPSIE and other organizations, to ensure regular and ongoing software training audiences with their memberships.


WHAT WE SEEK

  • Positive and cheerful disposition, patience in dealing with “beginners”, positive attitude, willingness to help.
  • Proficient in: Microsoft Office Products (Excel, PowerPoint, Word, Access), Google products, MS SQL Server Management Studio, iOS and Android App testing.
  • 2+ years of work experience in a software support or training environment.
  • Familiarity with: HTML, FTP, Image Editing, Video Editing
  • Very strong and polished communication (verbal and written), presentation and public speaking skills. Must be comfortable and poised while presenting to audiences small and large (100+ participants). Must be a lively and engaging presenter.
  • Proven ability to make highly complex and technical information accessible to entry-level industry professionals.

PREFERRED

  • Familiarity with the swimming pool construction and service industry.
  • Successful experience in software support and business management.
  • Able to perform MS SQL select queries with multiple table joins
  • Technical training experience.

EDUCATION
  • High school diploma or equivalent, AA, certification or bachelor’s degree preferred.
WHAT WE OFFER
An exciting opportunity to dive in and begin your career with a company that offers a competitive total rewards package that includes:
  • Health and wellness programs / gym reimbursement
  • On-site self-service café / free gourmet coffee stations
  • Flexible vacation
  • 9/80 work week schedule (EVERY OTHER FRIDAY OFF!)
  • 401(K) matching (100% of first 3% contributed, 50% of the next 2%)
  • Company sponsored FUN events!
  • 11 paid Holidays
  • Educational assistance up to $7,000 per year
  • Full range of health benefits including medical, dental & vision, short & long-term disability
  • Generous product discounts
  • On-site gym, ping-pong, foosball, outdoor bocce ball court, BBQ & firepit

WHO WE ARE
Fluidra is a publicly listed company focused on developing innovative products, services and IoT solutions for the residential, commercial and wellness pool markets, globally. The company operates in over 45 countries, has over 7,000 employees and owns a portfolio of some of the industry’s most recognized and trusted brands: Polaris®, Jandy®, CMP, S.R. Smith, and Zodiac®. We also sell products under the Cover‐Pools®, iAquaLink®, Grand Effects® , Dell® and Nature2® names. With these combined resources we’re able accelerate innovation in critical areas like energy-efficiency, robotics and the Internet of Things.

Our focus is on creating the perfect pool and wellness experience responsibly. We take our mission to heart, and our employees embody these guiding principles in everything we do: passion for success, honesty & trust, customer collaboration, teamwork and inclusion, learn and adapt, excellence and innovation.

Don't meet every single requirement listed? At Fluidra, we thrive on building an inclusive workspace, so if you are excited about this role and your past experience doesn't align perfectly, we encourage you to apply anyways! You may be just the right candidate for this role or another role in the organization. Fluidra is proud to be an equal opportunity employer. Fluidra recruits, employs, trains, compensates and promotes regardless of race, religion, color, national origin, sex, disability, age, veteran status, or any legally protected characteristic.

Expected salary range is $65,000 - $75,000. Fluidra offers a comprehensive total rewards / benefits program that includes base salary, annual bonus based on performance of individual and company objectives, competitive 401K matching, paid vacation and sick time, full range of health benefits, educational assistance, etc. The actual salary offer will carefully consider a wide range of factors, including skills, qualifications, experience and location. Your recruiter will provide additional details on our compensation and total rewards program.


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