Customer Experience Associate engaging with customers to resolve inquiries for Boll & Branch. Building relationships and driving satisfaction through high - quality service in Summit, NJ.
About the role
- Product Support Specialist assisting Vanta customers with product support requests via various channels. Collaborating with teams to ensure superior customer satisfaction and support compliance efforts.
Responsibilities
- Provide product support to our customers through our available channels (*email, screen-sharing and chat*) with timely responses and resolutions to their inquiries within the established SLAs
- Become a product expert on Vanta and how our platform can be used to improve security posture through our compliance offerings (SOC2, ISO27001, PCI DSS, HIPAA, GDPR, etc), Trust Reports, and Risk Management solution.
- Provide insightful technical answers and recommend the most efficient way for customers to achieve compliance using our platform.
- Explain complex solutions in simplified terms to customers, while documenting solutions for scale.
- Problem solve and troubleshoot for customers in a repeatable manner, building using Support CRM to track & identify trends.
- Create reproducible test cases for the Product team and provide feedback to enhance the product.
- Escalate bug reports for validation and actively participate in product-fixes.
- Proactively contribute to our internal and external documentation and knowledge-base, processes, and team-efficiency.
- Actively participate in daily team troubleshooting sessions, weekly team meetings and huddles.
- Work cross-functionally to resolve customer business issues and work toward mutual goals.
Requirements
- 3+ years of product customer support experience, preferably in a SaaS/Tech space.
- Excellent troubleshooting skills, preferably in the Saas/Tech space
- Possess the technical competency to understand Vanta’s software and build great relationships with highly technical customers.
- Experience working with ticketing and CRM systems.
- Take ownership of the customer experience that goes beyond solving an expected number of tickets.
- Thrive in a collaborative environment, actively participating in team meetings such as troubleshooting sessions and team huddles.
- Have a deep sense of empathy for your customers and your team.
- Committed to self-study of compliance frameworks (e.g. SOC 2, ISO 27001, HIPAA, PCI DSS)
- Be an excellent writer, with strong skills in documentation.
- Be able to support an 8AM-5PM IST M-F schedule, with rotational on-call responsibilities and weekend support needed at times.
Benefits
- 100% covered medical, dental, and vision benefits with dependents coverage
- 16 weeks paid parental leave for all new parents (birthing, non-birthing, and adoptive)
- Health & wellness stipend
- Remote workspace, internet and mobile phone stipend
- Commuter benefits, including bike to work scheme and tax commuter ticket scheme
- Pension matching
- 11 company paid holidays plus 25 days of PTO per year
- Virtual team building activities, lunch and learns, and other company-wide events!
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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