About SubGravity:
SubGravity is a leading technical diving company specializing in the design and manufacture of Closed Circuit Rebreathers (CCR) and innovative technical diving gear. Based in Draper, Utah, we’re driven by our passion for diving and a commitment to quality and safety. We’re seeking a dedicated Customer Support Specialist to join our dynamic team and help us maintain our reputation for exceptional customer service and technical expertise.

Position Overview:
As a Customer Support Specialist at SubGravity, you will be the first point of contact for our customers, providing prompt, professional, and knowledgeable assistance regarding our products and services. You will play a key role in troubleshooting technical issues, facilitating product education, and ensuring that our customers’ diving experiences are safe, enjoyable, and problem-free. A love for diving and familiarity with technical diving gear will be a significant asset in this role.

Key Responsibilities:

• Customer Service & Support:

  • Respond promptly and effectively to customer inquiries via phone, email, and chat.
  • Provide detailed product information, troubleshooting advice, and guidance on technical diving gear usage.
  • Resolve customer issues by identifying problems, coordinating with technical teams, and ensuring timely follow-up.

• Technical Assistance:

  • Develop an in-depth understanding of SubGravity’s products, especially CCRs and other diving gear, to support customers effectively.
  • Collaborate with the technical and product development teams to relay customer feedback and assist in product improvements.

• Order Management & Documentation:

  • Assist customers with order placements, tracking, and processing returns or exchanges.
  • Maintain accurate records of customer interactions, inquiries, and transactions in our CRM system.
  • Generate periodic reports on customer trends and feedback to help shape product and service enhancements.

• Customer Education & Engagement:

  • Provide customers with tips, best practices, and safety guidelines related to diving and equipment maintenance.
  • Organize and assist with webinars, tutorials, and other educational initiatives to enhance customer knowledge and satisfaction.

• Team Collaboration:

  • Work closely with marketing, sales, and engineering teams to ensure a seamless customer experience.
  • Participate in regular team meetings, sharing insights and suggestions for continuous improvement of support processes.

Qualifications:

• Experience:

  • Proven experience in a customer support or service role, preferably within a technical or manufacturing environment.
  • Experience in handling technical product support is a plus.

• Technical Skills:

  • Proficiency in using CRM systems and customer service software.
  • Ability to quickly learn and understand technical products, with a strong willingness to delve into the intricacies of technical diving gear.

• Diving Passion:

  • A genuine passion for diving is highly encouraged. Knowledge of diving practices, safety protocols, and technical diving equipment is an advantage.

• Communication:

  • Excellent verbal and written communication skills.
  • Strong interpersonal skills with the ability to empathize with customers and provide clear, effective solutions.

• Problem-Solving:

  • Strong analytical and troubleshooting skills.
  • Ability to work independently and collaboratively in a fast-paced, dynamic environment.