Customer Support Specialist

Seakeeper Inc•Fort Myers, FL

27d•Onsite

About The Position

Seakeeper dealers, boat builders, and our customers are an extension of our team, helping us change the way people boat forever! As our Customer Support Specialist, you will partner closely with our internal sales, support, and field service teams to shape the experience our customers have when purchasing and utilizing their Seakeeper Ride system. You will provide superb customer service to our internal and external partners and lead the charge in supporting them every step of the way by: Acquiring a deep understanding of our Seakeeper Ride technology – how the product works, how it is installed and common issues – to provide best-in-class customer support Collaborating closely with internal Sales and Technical Service teams to create, manage, and update customer cases within NetSuite (our ERP and CRM system) Serving as the first point of contact for Tier 1 technical inquiries related to Seakeeper Ride systems, including basic troubleshooting and root cause diagnosis Fielding all inbound email and phone inquiries with a strong sense of urgency, ensuring timely responses and appropriate routing to internal team members when escalation is required Creating, processing, and following through on Return Authorizations (RAs), ensuring accuracy, proper documentation, and timely resolution Administering and supporting warranty claims by verifying eligibility, ensuring required documentation is submitted, and coordinating internally to move claims through review to resolution Maintaining accurate warranty and return records in NetSuite, following established policies, processes, and approval requirements Working directly with boat manufacturers, boat dealers, aftermarket customers, and internal departments to confirm account requirements and help prevent shipping delays Proactively communicating any shipping delays, warranty updates, return-related issues, or other changes to customers, setting clear and realistic expectations throughout the process Consistently following established processes and procedures while exercising sound judgment and creative problem-solving to resolve unique or non-standard situations Identifying process gaps, recurring issues, or opportunities for improvement and communicating recommendations to leadership

Requirements

High school diploma and 1-3 years of related customer service or technical product experience
Experience working within an ERP or CRM system
Ferocious attention to detail with the ability to sort through data to identify and understand the root cause of any discrepancies
Ability to work independently with little management
Demonstrate good judgment and be of unquestionable integrity
Ability to handle confidential and sensitive information with discretion
Maintain a positive, professional, and customer centric attitude always.
Be professional, show initiative, be responsive, resourceful, and flexible.
Strong verbal and written communication skills; fluency in English is required
Superior time management, multitasking, organizational, and prioritization skills

Nice To Haves

Associate or bachelor’s degree
Demonstrated proficiency in Microsoft Office products, specifically Excel
Experience with NetSuite or Salesforce
Experience answering technical questions in a customer service setting
Multilingual

Responsibilities

Acquiring a deep understanding of our Seakeeper Ride technology – how the product works, how it is installed and common issues – to provide best-in-class customer support
Collaborating closely with internal Sales and Technical Service teams to create, manage, and update customer cases within NetSuite (our ERP and CRM system)
Serving as the first point of contact for Tier 1 technical inquiries related to Seakeeper Ride systems, including basic troubleshooting and root cause diagnosis
Fielding all inbound email and phone inquiries with a strong sense of urgency, ensuring timely responses and appropriate routing to internal team members when escalation is required
Creating, processing, and following through on Return Authorizations (RAs), ensuring accuracy, proper documentation, and timely resolution
Administering and supporting warranty claims by verifying eligibility, ensuring required documentation is submitted, and coordinating internally to move claims through review to resolution
Maintaining accurate warranty and return records in NetSuite, following established policies, processes, and approval requirements
Working directly with boat manufacturers, boat dealers, aftermarket customers, and internal departments to confirm account requirements and help prevent shipping delays
Proactively communicating any shipping delays, warranty updates, return-related issues, or other changes to customers, setting clear and realistic expectations throughout the process
Consistently following established processes and procedures while exercising sound judgment and creative problem-solving to resolve unique or non-standard situations
Identifying process gaps, recurring issues, or opportunities for improvement and communicating recommendations to leadership