Provide first - level customer support for VC Pay Tuition Management and Accounting products at Veracross. Assist end - users and core users with a focus on service and quality.
About the role
- Customer Support Engineer executing customer onboarding initiatives for key clients at ServiceRocket. Focusing on timely provisioning and maintaining customer satisfaction amid internal transitions.
Responsibilities
- Maintain target metrics related to provisioning, new customer onboarding efficiency, customer satisfaction, revenue impact, process optimization, scalability, team performance, and strategic alignment.
- Troubleshoot technical issues or questions reported by customers; triage and resolve incidents promptly to minimize customer downtime.
- Perform root cause analysis for production errors and recommend improvements. Maintain and perform operations related to the ticketing system.
- Identify and resolve problems to prevent recurring issues and improve software stability.
- Provide technical support and troubleshooting assistance to customers to resolve issues and ensure software functionality.
- Handle escalations to higher-level support teams or management when necessary.
- Generate reports and analyze data to identify trends, improve processes, and enhance customer satisfaction.
Requirements
- BA/BS degree in in IT/computing/business management related
- Strong communication and written skills in English
- Excellent problem-solving and communication skills
- 3 - 5 years background in Customer Support
- Excellent communication, interpersonal, and problem-solving abilities
- Strong analytical skills, vital emotional intelligence, and a data-driven mindset
- Able to demonstrate good customer handling/customer service skills
- Ability to understand and follow established Standard Operating Procedures (SOPs)
- Desire to learn about cutting edge technologies
- Familiarity and expertise with maintaining ticketing systems, and integrations
- Customer-facing role, often requiring regular client meetings and screen-shares
- Startup mentality with a desire to assist beyond defined role responsibilities
- Familiarity with Python/R, Jupyter Notebooks, ZenDesk, & Notion is preferred
- Experience with cloud deployments including AWS, Azure, Google Cloud is a strong plus
Benefits
- Share the fruit program: when we grow the tree, we share the fruit–when the company grows, we share the profit.
- Stock options: you have the opportunity to participate in the ownership of the company.
- Health insurance: we support you and your family–your well-being matters.
- Retirement plan/funds saving: we care about your future–we have diverse plans depending on your location.
- Career pathways program: you can grow horizontally, vertically, or any way you want.
- Generous monthly fixed allowances including Rockettoria, Scholarship & Learning, Tech Choice, Wellness.
- Generous PTO plus one cultural heritage and community day to celebrate your story, family, and culture.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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