Advanced Customer Support Specialist

2 weeks ago


Westerville, Ohio, United States Vantage Point Logistics (VPL) Full time
Job Overview

Position Title: Tier 2 Customer Support Manager

Salary: Competitive

About Vantage Point Logistics (VPL)

At VPL, we are dedicated to enhancing visibility and resilience within clinical supply chains. Our innovative approach to procurement and fulfillment processes not only streamlines operations but also fosters a supplier dynamic that benefits our customers through reduced costs, improved insights, and greater transparency and efficiency.

We have pioneered the industry's only Smart Supply Chain Platform, which automates both inbound and outbound shipping, provides visibility into critical shipment statuses, and identifies opportunities for cost savings across the healthcare sector, including Integrated Delivery Networks (IDNs), critical access facilities, outpatient services, and pharmacies.

With a robust network of over 700 hospitals and more than 6,000 suppliers, along with a remarkable 97% customer retention rate, VPL is the trusted partner for the healthcare industry, delivering savings, insights, and peace of mind.

Role Overview

The Tier 2 Customer Support Manager will play a crucial role in addressing complex customer inquiries and issues that have been escalated from Tier 1 support. This position demands strong technical acumen, exceptional problem-solving skills, and outstanding communication abilities. The ideal candidate will possess a solid background in customer service, a positive demeanor, and familiarity with SaaS solutions and technology.

Key Responsibilities

  • Manage escalated customer inquiries from the Customer Care team, ensuring timely and effective resolutions.
  • Collaborate with customers to promote their success and satisfaction.
  • Clearly and professionally communicate intricate technical solutions to customers.
  • Troubleshoot and resolve complex issues related to our SaaS offerings.
  • Utilize strong technical skills to assist in troubleshooting and resolving customer challenges.
  • Employ a creative problem-solving approach to address customer inquiries.
  • Conduct research to identify solutions and enhance customer care processes.
  • Document solutions and create knowledge base articles for future reference.
  • Work closely with the Customer Care and Engineering teams to ensure seamless support.
  • Escalate issues to Engineering or relevant departments as necessary.
  • Provide constructive feedback and suggestions to improve customer support processes.
  • Exhibit excellent written and verbal communication skills.
  • Ensure clear and professional communication in all interactions.
  • Engage effectively with both internal and external partners.

Qualifications

  • Minimum of 2 years' experience in a customer-focused environment, ideally in a Tier 2 support capacity.
  • Demonstrated expertise in customer service and technical support.
  • Experience with Customer Relationship Management (CRM) systems.
  • Strong proficiency in Microsoft Office applications.
  • Positive and enthusiastic attitude with a professional approach.
  • Exceptional oral and written communication skills.
  • Proven ability to research and resolve customer inquiries effectively.
  • Ability to interact effectively with internal and external stakeholders.
  • Experience with SaaS solutions.
  • Background in technical sales engineering, implementation, or technical support.

Work Arrangement: Remote



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