Technical Customer Support Specialist

Virtual Req #31
Tuesday, January 12, 2021

Located in Youngstown, Ohio, GLI Pool Products is one of the industry leaders in the manufacturing of Vinyl Pool Liners and Safety Covers as well as distribution of pool product accessories.  GLI sells the majority of its products through wholesale pool distributors shipping throughout the United States and internationally.

Through the use of Lean Manufacturing, GLI has grown its manufacturing divisions every year since its inception in 2006. Lean manufacturing has become a critical aspect of the GLI culture, allowing us to expand our manufacturing capabilities, improve our quality and reduce our lead times to the lowest in the industry. 

GLI is committed to delivering our pool products, particularly our custom pool liners and safety covers in 72 hours or less. Predictably fast and flawless delivery is a service our customers have come to expect and here at GLI our culture is to meet or exceed our customers expectations!
GLI has never had a layoff in our companies history!! 

Each and every GLI employee is committed to our cause: “Keeping families safe and bringing them together.”

Essential Duties and Responsibilities:


•Highly engaged and empathetic to customer’s needs. Work closely with key functional areas to enhance our One-Stop-Shop problem-resolution line and to deliver on our industry-leading, five-star customer experience

•This is a customer-facing, technical troubleshooting role that provides opportunities to resolve the biggest challenges for key accounts within our organization. Applicant should exhibit a high level of emotional intelligence along with an impeccable attention to detail

•Connect with customers through multiple channels (email, video chat, phone, and text) to offer custom solutions for unique issues

•Individual should have a high degree of technical, hands-on ability that will be key in helping customers through installation and maintenance issues. This includes a solid understanding of technical pool drawings with the ability to diagnose discrepancies pre- and post-production

•Manage a prioritized, support-case dashboard with the goal of maintaining predictable response and resolution times for all customers



Education and/or Work Experience Requirements:


•Previous CAD / Solidworks Design experience, preferably in relation to custom swimming pool liners, safety covers, or other custom products

•Ability to work independently 100% of the time from home

•Strong analytical, multi-tasking, and problem-solving skills. Ability to comprehend and evaluate facts and arrive at a decision consistent with company standards and procedures within authority granted

•Industry field experience would be a plus, especially installation and measuring of in ground liners and safety covers

•Ability to proficiently communicate with all levels within the organization

•Willingness and ability to spot trends with custom product categories and then recommend any changes or improvements to current products or processes

•Previous CRM experience is a plus (NetSuite, Salesforce, etc.)

Benefits: 

  •  Medical/Dental/Life Insurance 
  •  401(k), with employer match 
  •  PTO 

GLI is a drug free workplace and comprehensive pre-employment drug screens will be conducted.

Other details

  • Pay Type Salary
  • Telecommute % 100
  • Job Start Date Monday, January 25, 2021