![VidaNyx](https://media.trabajo.org/img/noimg.jpg)
Customer Support Representative
1 month ago
We're looking for an experienced, passionate, mission-driven entrepreneurial Customer Support Representative for VidaNyx, which is helping the ecosystem supporting survivors of sexual abuse and neglect. You will work on solving tough technical challenges and delivering exceptional user experiences in a fast-paced, startup environment with experienced industry leaders and with a highly collaborative team.
You will provide nationwide technical support helping users navigate system interface and integration with existing hardware, web interfaces, and software configurations.
VidaNyx is a sustainable social enterprise that became in one year the premier cloud-based digital video evidence management solution (SaaS) to protect children survivors of abuse and neglect. Child Advocacy Centers using the solution reduce their operating cost per forensic interview by 90% and increase their case processing speed by 67%, enabling those centers to focus more time and money in prevention, education and related activities to maximize their social impact.
As we grow, we will expand into serving organizations that help survivors of human trafficking, domestic violence and eventually serving the needs related to the management of Digital Video Evidence by the more than 50 million cases that go through the US court system every year. See our impact report here
This position is hybrid/remote with offices in at our HQ in Omaha, NE.
Join us and do the most meaningful work of your career. Protect vulnerable populations and revolutionize the digital evidence field with a mission-driven team committed to the ethical use of AI, advanced video technologies, cloud computing, privacy, security, agility, customer-intimacy, and social impact.
Responsibilities:
Create the ultimate user experience through timely responses and courteous interactions to resolve user issues.
Available for customer support starting at 8:00 am CT.
Use interpersonal skills and empathetic communication to train and advocate for evidence management best practices. Training and communications are tailored to a variety of end-users, including but not limited to nonprofit program officers, members of law enforcement, prosecution, mental health and child protective services..
Intake and onboard all new licenses to include training and developing workflows for all new accounts
Develop and maintain product documentation and knowledge libraries for customers and the Customer Success team.
update and manage in app guides and FAQ content that effectively enable users to self-help while in app.
Provide general support for operations, account maintenance, and other day to day functions of the Customer Success team.
Identify product messaging and feature improvements to decrease help desk support tickets, increase ease of use, and improve customer loyalty.
Monitor and contribute strategies to support goals in KPIs related to customer engagement and experience, including but not limited to Net Promoter Score, customer retention, ticket resolution time, ticket response time, and order to regular usage
Provide data analysis and reporting on user activity
Track the status of user issues with proactive follow up as needed to ensure resolution
Support quality assurance processes with discernment to position for best possible customer experience with product updates and new features
Troubleshoot user issues internally and through independent research
Contribute flexibly where needed to support other customer success or sales needs
Requirements:
2-3 years experience in customer-facing roles in a Business to Business Software Company and/or 2-3 years experience with social services, law enforcement, prosecution, child advocacy or another child welfare related field
Self-motivated with the ability to work independently in an unsupervised manner while maintaining the highest level of integrity and ethical standards
Ability to proactively identify resources to support problem solving, customer troubleshooting and technical support, and development of customer-facing collateral
General technical proficiency across operating systems and toolsets
Excellent verbal and written communication skills
Ability to remain calm under pressure and triage user needs to escalate as necessary
High performing ability to multitask
Nonprofit experience a plus
Familiarity with PHI, ePHI and HIPAA a plus
Equally effective on PC and Mac workstations
CRM proficiency
Friendly, supportive, helpful, tech-savvy, energy-giver
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