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Advanced Customer Support Specialist
2 months ago
Salary:
About Us
At Vantage Point Logistics (VPL), we enhance visibility and resilience within clinical supply chains.
Our innovative approach to procurement and fulfillment processes enables a dynamic supplier relationship that leads to reduced costs, improved insights, and heightened transparency and efficiency.
We have developed the industry's premier Smart Supply Chain Platform, which automates both inbound and outbound logistics, provides visibility into critical shipment statuses, and identifies cost-saving opportunities across the healthcare sector, including Integrated Delivery Networks (IDNs), critical access facilities, outpatient services, and pharmacies.
With a 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.
Position Summary
The Advanced Customer Support Specialist will take charge of addressing more intricate customer inquiries and challenges that have been escalated from Tier 1 support. This role demands strong technical acumen, exceptional problem-solving skills, and outstanding communication abilities. The ideal candidate will possess a 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 clients to guarantee their success and satisfaction.
- Articulate complex technical solutions clearly and professionally to customers.
- Troubleshoot and resolve intricate issues related to our SaaS offerings.
- Utilize robust technical skills to assist in troubleshooting and issue resolution.
- Employ a creative problem-solving approach to address customer inquiries.
- Conduct research to identify solutions and enhance customer care processes.
- Document solutions and develop 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 feedback and suggestions to refine 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-centric 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.
- 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
