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Lead Customer Care Advisor

2 months ago

Rancho Cucamonga, California, United States Quantilus Full time

Position Overview

Quantilus, a leading provider in the SaaS industry, is seeking a Level 3 Customer Support Specialist to serve as the final point of escalation in our Customer Service department before any technical issues are directed to the development team.

This role involves training and mentoring Level 1 and Level 2 Customer Support Representatives, enhancing our knowledge base and support systems, leading client product implementations, and managing data entry into new customer databases utilizing SQL. Additionally, the specialist will facilitate product meetings and perform various other responsibilities.

No supervisory duties are included in this position.



Qualifications

• Bachelor's degree in Library Science or a related field

• 3-5 years of experience in a library setting with a focus on technical support within a multi-branch library system

• Proven experience in conducting remote training for customers

• Strong analytical skills, including proficiency in data analysis, SQL queries, and log file interpretation (this is not a coding position)

• Familiarity with Microsoft Office, Teams, and Jira

• Skills in technical writing and Jira administration

• Ability to creatively solve complex problems

• Highly organized with excellent time management abilities

Employee Benefits

Health Benefits
All health benefits commence with a waiting period until the beginning of the next month.

Medical Coverage
Choose from various plans through Blue Shield and Kaiser (PPO, HMO) - for employees outside California, only Blue Shield is available.

  • Employer covers 90% of the employee premium (based on the lowest priced plan)
  • Employer covers 80% of dependent premiums (based on the lowest priced plan)
Dental, Vision, and Voluntary Term Life Insurance
Options available for dental and vision coverage.

Employees are responsible for 100% of premiums (for themselves and dependents).

Company Group Term Life Insurance/Long-Term Disability
The employer pays 100% of premiums.

  • Term Life coverage is 2x the annual salary (maximum amount = $250k)
Flexible Spending Account (FSA)
401(k) Plan
The company offers a tax-deferred 401(k) retirement plan. Eligible employees may enroll on the first day of each month following their hire date.

The company matches 100% of employee contributions per pay period (up to a maximum of $100 per pay period, totaling $2,400 annually).

Vacation, Sick Leave, and Holidays

Vacation Accrual:
• Up to 5 years of employment: 80 hours/year

• Over 5 years, up to 15 years of employment: 120 hours/year

• Over 15 years of employment: 160 hours/year

Sick leave accrues at a maximum of 6 days/year.

Holidays: 8 days/year - including New Year's Day, President's Day, Memorial Day, Independence Day, Labor Day, Thanksgiving Day, the Friday after Thanksgiving, and Christmas Day.

Bonuses
All bonuses are discretionary and determined by the CEO/President.