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Senior Customer Support Specialist

2 months ago

Rancho Cucamonga, California, United States Quantilus Full time

Position Overview

Quantilus, a leading SaaS provider, is seeking a Level 3 Customer Support Specialist to serve as the final escalation point in our Customer Service department before technical issues are escalated 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, guiding client product implementations, and managing data entry into new customer databases utilizing SQL. Additionally, you will facilitate product meetings and undertake 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 library technical support within a multi-branch library system

• Proven experience in conducting remote customer training sessions

• Strong analytical skills, particularly with data/logs, SQL queries, and log file analysis (this is not a coding position)

• Proficiency in Microsoft Office, Teams, and Jira

• Experience in technical writing and Jira administration

• Ability to resolve complex issues with innovative solutions

• Highly organized with excellent time management skills

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 (for the lowest priced plan)
  • Employer covers 80% of dependents' premium (for the lowest priced plan)
Dental, Vision, and Voluntary Term Life Insurance
Options available for dental and vision coverage, with employees responsible for 100% of premiums (for themselves and dependents).
Company Group Term Life Insurance/Long Term Disability
Employer pays 100% of premiums.
  • Term Life coverage is 2x 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 (maximum $100 per pay period, $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.