Customer Support Specialist

Vantaca+HOAi • Wilmington, NC

9d • Remote

About The Position

The Customer Support Specialist is a key component of Vantaca’s unwavering commitment to the customer experience by helping further establish our reputation as a company that offers excellent customer support. Their work orientation is driven by being a self-starter motivated by task accomplishment, both individually and collaboratively. They will work closely with team members to resolve customer queries, recommend solutions, and guide product users through features and functionalities. The Customer Support Specialist is a dynamic problem solver that isn't afraid to push boundaries and think beyond what is expected and supports a team of talented individuals to do the same.

Requirements

• Bachelor’s degree or equivalent experience in software support, IT, accounting, finance, communications or other related fields
• HOA Accounting Knowledge. Experience as an Accountant using Vantaca.
• Familiarity with Windows-based computer systems
• Familiarity with IOS and Android platforms
• Ability to work in a fast-paced environment
• Ability to troubleshoot and problem solve
• Exhibited understanding of how to provide a quality customer experience and support colleagues in managing client relationships
• Open to feedback and coaching from mentor(s)
• Phenomenal communication skills, your communication with everyone is professional, positive, and constructive
• Innovative problem-solver
• Well-established work ethic

Responsibilities

• Handle incoming customer inquiries via phone, email, Zendesk, etc
• Provide basic product information and assistance
• Log customer interactions and resolutions in the system. Escalate complex issues to higher-tier support when necessary
• Consistently deliver excellent customer service by meeting company-wide service level agreements regarding client response time
• Utilize customer relations and support technologies to manage and understand the client's needs and perspective
• Collaborate with colleagues and managers to find the best solutions to client matters
• Learn how to identify and analyze trends in support requests to aid in resolving client needs while establishing process and product improvements
• Become a Vantaca subject matter expert through the completion of content specific certification courses

Benefits

• Medical, Dental, and Vision kick in day one
• Unlimited PTO (with a requirement for employees to take a minimum of one continuous week per year)
• 401K with Company Match
• Remote Flexible - come to the office when needed
• Great parental leave benefits

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level