Note: The job is a remote job and is open to candidates in USA. VertexOne is the recognized leader in SaaS platforms for utilities across North America. The Customer Support Specialist I is responsible for providing exceptional customer service by addressing inquiries, resolving issues, and ensuring customer satisfaction through various communication channels.
Responsibilities
- Respond to customer inquiries via phone, email, and chat in a timely and accurate manner
- Diagnose and troubleshoot technical issues, providing effective solutions and guidance
- Maintain detailed records of customer interactions, issues, and resolutions
- Gather customer feedback and share insights with the product, sales, and marketing teams
- Assist in training junior Customer Support Representatives
- Stay updated on product features and functionalities to provide accurate information to customers
- Monitor customer complaints on social media and reach out to provide assistance
- Ensure customer issues are resolved and follow up to confirm satisfaction
Skills
- At least 3 years proven experience as a Customer Support Specialist or in a similar customer service role, working for a SaaS company
- Familiarity with customer service software, CRM systems, and remote support tools
- Excellent communication and problem-solving skills
- Ability to multitask and manage time effectively
- Patience and empathy when handling tough cases
- Strong communication and interpersonal skills
- Excellent problem-solving and decision-making abilities
- Ability to work under pressure and manage multiple priorities
- Detail-oriented and results-driven
- Customer-focused with a positive attitude
- Bachelor's degree in Information Technology, Business Administration, or a related field
Benefits
- Comprehensive medical, dental, vision, disability, life insurance
- Health Savings Account (HSA), Flexible Spending Account (FSAs)
- 401K match
- Flexible PTO
- Employee recognition platform with monetary rewards
- 100% Remote work environment
- Initial work from home stipend
- Leadership/Coaching training programs
- Free access to Bizlibrary for unlimited professional development
- Employee Assistance Program (EAP) with counseling sessions available 24/7
- Health and wellbeing programs
- Paid parental leave
- Employee bonus referral program
- Employee Discount Program
Company Overview