Customer Support Specialist - Remote

Overview

Vector’s Customer Success organization is responsible for ensuring overall success of our product in the hands of our customers. Our goal is to deliver results beyond expectations, from initial engagement to go-live and through product expansion across our customers’ enterprise and the logistics ecosystem as a whole. This is a rapidly evolving space relatively new to modern technology, so balancing the day to day tactical with long-term strategic vision is paramount to our team’s success.

In Short

• Lead contributor responsible for end-to-end ownership of customer issues.
• Diagnosis, troubleshooting, and problem triage of customer issues.
• Communicate solutions to customers effectively.
• Identify and escalate potential issues as needed.
• Proactively communicate and close the loop with customers and stakeholders.
• Assist in customer conference calls as necessary.
• Document issues for review.
• Grow skills in querying and using data to improve processes.

Requirements

• Experience in a customer-facing support role for software products.
• Hands-on experience with a support ticketing system (e.g., Zendesk).
• Ability to identify and execute improvements to support tools and processes.
• Exceptional problem-resolution abilities.
• Ability to multi-task while maintaining priorities.
• Sense of urgency and follow-through on tasks.
• Excellent written and verbal communication skills.
• High emotional intelligence and empathy for customers.
• Ability to interface and collaborate with diverse stakeholders.

Benefits

• Employer Sponsored Medical, Dental, Vision, 401k, Life & Disability Insurance.
• Flexible Paid Time Off.
• Stock Options.
• Remote Work.
• Amazing teammates & supportive culture.
• Flat org structure, offering startup growth & learning paths.