In a Nutshell
For a global team of customer-obsessed product support professionals, we are looking for a Product Support Specialist who is an enthusiastic and tech-obsessed problem solver to join our efforts to amaze our SMB customers with our service. We’re aiming higher and higher and we’re looking for the right technical professional, with a keen curiosity for all things technical, to join us. Our Team of Product Support Specialists is small but mighty. For our customers, we are the face of the company. For the company, we are the advocates for the customer. We’re often the first to know what’s working and what isn’t. We use that knowledge to help guide the growth and evolution of all the company services.
About Us
We have a dedicated team with a fun and transparent work culture where direct feedback is not only valued but encouraged. The company is a compact, quick-smart app that keeps your SMB fully connected, whenever and wherever you are working from. You can track and perform all your daily tasks, from the "first hello" to the last invoice: Charge and collect payments, invite clients to book you online, create branded invoices and quotes, send SMS appointment reminders - all in a few simple clicks, from one single app. Includes an online CRM to manage all client communications together with online scheduling, online payments, email & SMS campaigns, lead-generating website widgets, and everything a small business needs to drive more business and provide great client service.
What You’ll Do
Answer technical ZenDesk tickets, online chats, Zoom Meetings, and phone calls while achieving performance metrics including but not limited to Customer Satisfaction, Response Time, and more.
Test product features and submit JIRA tickets to the R&D team for further development of new features, bugs, and enhancements;
Learn the ins and outs of vcita and the services that are offered and become the ultimate technical product expert;
Troubleshoot and guide customers, your team, and other vcita teams to fully utilize all the services we offer;
Requirements
Ability to work 7 am - 4 pm PST Monday to Friday
Experience in Technical Support, Product Support, or other technical customer-facing roles.
Extra Credit - But not necessary: Experience working in a start-up environment. History of learning new software in a SaaS environment and more specifically using Zendesk, JIRA, AirCall, HubSpot, Confluence, QuickBooks, MixPanel, FullStory, Pendo, Google Analytics, Looker, or basic HTML skills. Understanding of REST APIs, SQL, HTML, and CSS.
2 years
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