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Technical Support Specialist

2 months ago

Santa Barbara, California, United States VerticalChange Full time
Position Overview

VerticalChange, a leading provider of cloud-based software solutions for non-profit and health organizations, is seeking a dedicated individual to become part of our Customer Success team as a Customer Support Technician. This role presents a unique opportunity to enhance your skills while making a positive impact in the non-profit sector.

Key Responsibilities
  • Assist clients by addressing inquiries related to VerticalChange software through various communication channels including chat, email, and remote meetings.
  • Provide support during standard business hours on the West Coast, specifically from 8 AM to 5 PM Pacific Time, Monday through Friday.
  • Respond promptly to support requests, offering basic user training, documenting system issues, and escalating complex inquiries as necessary.
  • Conduct Quality Assurance Testing to ensure software reliability.
  • Contribute to the creation of user manuals and instructional videos.
  • Support the Customer Success team in client communication and scheduling tasks as required.
  • Assist with client system setups, historical data imports, and report generation under the guidance of a Customer Success Manager.
  • Perform additional tasks as assigned by Customer Success Managers.
  • Please note that candidates must reside within the United States.
Qualifications

We are looking for candidates who are dependable, organized, and eager to grow within the company. The ideal applicant will possess the following:

  • A strong desire to learn new software and skills.
  • A commitment to assisting others, particularly in the social sector.
  • Prior experience in a Customer Support role, especially in Chat Support.
  • Familiarity with Google Workspace tools such as Docs, Sheets, Drive, and Slides.
  • Proficiency in Microsoft Office Suite, particularly Excel and Word.
  • Ability to compose professional emails and meeting notes.
  • Understanding of customer service principles.
  • Patience and the ability to assist those less familiar with technology.
  • A stable internet connection and a conducive work environment.
  • A Bachelor’s degree or equivalent experience/vocational training.
  • Knowledge of data management and analytics.
Preferred Skills
  • Experience in Quality Assurance or User Acceptance Testing.
  • Bilingual abilities, particularly in English and Spanish.
  • Background in the social services field.
  • A degree in Information Science, Data Analytics, or Social Sciences.
  • Familiarity with data visualization and SQL.
  • Experience with Customer Relationship Management (CRM) or Electronic Health Record (EHR) systems such as Salesforce or EPIC.

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