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
- Senior Customer Support Specialist managing SaaS customer application support and case resolution tasks. Coordinating with cross-functional teams for issue escalation and working within a cloud-based environment.
Responsibilities
- Management of case queues, including, but not limited to, timely handling, escalation, and resolution.
- Coordination with Senior Managers and cross-functional teams to ensure successful handling of escalated issues.
- Coordination with vendors and cross-functional teams to resolve issues and escalations.
- Adherence to quality standards and best practices.
- Identification and resolution of customer interaction issues.
- Execution of processes and internal and external communications for release-related items.
- Creation and maintenance of product support documentation (troubleshooting, technical how-to’s, etc.)
- Provide feedback and suggestions to improve the support processes, tools, and resources.
- Identify and escalate any issues or gaps in the escalation process.
- Positively contribute to the team culture with a continuous improvement mindset.
- Advocate for the customer.
- Be an ally of the support representatives, a partner committed to supporting them and helping them succeed.
- Strong understanding of the complex tasks within the support representative job function.
- Maintain a thorough knowledge of all company policies, especially those that affect customer application support metrics or performance standards.
Requirements
- Minimum 3 years working in SaaS customer application support.
- 5+ years working in SaaS application support.
- Bachelor’s degree in business, healthcare, technology, or a relevant field.
- Experience with Salesforce Service Cloud.
- Experience in HME, Home Health, or the healthcare industry.
- Proven ability to implement and execute customer support best practices.
- Proven track record of analytical skills.
- Solid understanding of data analysis, reporting tools, and application support metrics.
- Ability to work in a fast-paced, collaborative, customer-focused environment with the ability to own areas of the product with minimal supervision.
- Proficiency with Microsoft Office Suite (Outlook, Word, and Excel).
- Proficiency with customer service software tools.
- Must be a quick learner, self-directed and motivated.
- Must have a great attitude, be willing to learn, and have a continuous improvement mindset.
Benefits
- Other tasks and responsibilities as assigned.
- Occasional travel.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
Customer Service representative managing inquiries and assisting in sales processes for Intertek's quality, safety, and sustainability services. Engaging with various customer communications and supporting international requests.
Partner Support Specialist at Malbek ensuring customer success and implementation of contract management systems. Collaborating with partners and advising on best practices to drive effective solutions.
Customer Support Specialist ensuring customer success and satisfaction by resolving issues effectively and collaborating with internal teams. Requires 4+ years experience and strong analytical skills in a hybrid role.
Customer Service Coordinator at BAM improving client service through Site Solutions Hub. Handling transactions, customer queries, and ensuring first - class customer experience in Kilsyth.
Customer Service Technician responsible for technical support and troubleshooting. Engaging with customers and ensuring satisfaction in smart home solutions with specific product knowledge.
Customer support role assisting clients with property management software. Responsibilities include handling customer inquiries and providing administrative support in a hybrid work environment.
Customer Service Specialist at OrthAlign, Inc. managing sales order entry and resolving issues in the commercial operations department. Requires communication skills and proficiency in MS Office.
Customer Service Representative for Sentry Insurance handling phone inquiries and providing quality customer service. Join one of the largest mutual insurance companies in the U.S. and be a part of a growing team.
Customer Service Representative builds and maintains client relationships while assisting with system implementation. Collaborates with internal teams and oversees client inquiries and needs.