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Customer Support Technician

2 months ago

Santa Barbara, United States VerticalChange Full time

Join an exciting growing company and help your community VerticalChange is a dynamic software company that provides cloud based software solutions for non-profit and health agencies around the United States. We are looking for a motivated person to join the Customer Success team as a Customer Support Technician. This is an exciting opportunity to learn and grow into a position while also helping your non-profit community

Role and Responsibilities
  • Work with customers to answer questions regarding VerticalChange software via chat, email, phone and remote meetings
  • Be available for support coverage during regular West Coast business hours - between 8am and 5pm Pacific (Monday through Friday)
  • Receive and respond to support queries in a timely manner by providing simple user training, logging system bugs, and forwarding more complex questions, where appropriate
  • Conduct Quality Assurance Testing in VerticalChange
  • Assist in the development of system help guides and training videos
  • Assist the Customer Success team with communicating to clients and scheduling, as needed
  • Assist with client system configurations, historic data imports, and report generation, with the supervision of a Customer Success Manager
  • Other duties as assigned by Customer Success Managers
  • Please note at this time we can only hire candidates residing within the United States
Qualifications and Education Requirements

We are looking for reliable, trustworthy and well-organized applicants who are interested in growing in their position and with the company. This position will require the following:

  • An eagerness to dive-in and learn new software or skills
  • A passion for helping others and the ability to channel that passion into helping clients in the social sector
  • Experience working in a Customer Support role, with expertise in Chat Support
  • Working knowledge of Google Workspace including Docs, Sheets, Drive, Slides
  • Proficiency in Microsoft Office Suite, specifically Excel and Word
  • Ability to write professional emails and meeting documentation
  • Knowledge of customer service practices
  • Patience and willingness to work with others who do not understand technology
  • A reliable internet connection, and a distraction-free working environment
  • Bachelor's degree or equivalent experience/vocational training
  • Understanding of data management and analytics
Even better if you have the following skills:
  • Quality Assurance/UAT Experience
  • Bilingual (English and Spanish)
  • Experience in the social services sector
  • Degree in Information Science/Data Analytics or Social Sciences
  • Knowledge of data visualizations and SQL
  • Familiarity with Customer Relationship Management (CRM) or Electronic Health Record (EHR) software such as, Salesforce or EPIC