Customer Support Specialist I (Technical Background required)

About the role

As a Customer Support Specialist at VertexOne, you will provide exceptional customer service by addressing inquiries, resolving issues, and ensuring customer satisfaction. This role involves interacting with customers through various channels, including phone, email, and ticketing system, to provide support and guidance on products and services.

Responsibilities

• Respond to customer inquiries via phone, email, and ticketing system in a timely and accurate manner.
• Assist Client Success Manager with responses to customers and provide guidance on system capabilities.
• Diagnose and troubleshoot technical issues, providing effective solutions and guidance.
• Maintain detailed records of customer interactions, issues, and resolutions.
• Gather customer feedback and share insights with the product, sales, and marketing teams.
• Assist in training customers by answering tickets and participating in customer calls when required.
• Stay updated on product features and functionalities to provide accurate information to customers.
• Ensure customer issues are resolved and follow up to confirm satisfaction.

Requirements

• Proven experience as a Customer Support Specialist or in a similar technical, customer service role.
• Familiarity with customer service software, CRM systems, and remote support tools.
• Excellent communication and problem-solving skills.
• Ability to multitask and manage time effectively.
• Patience and empathy when handling tough cases.
• Strong communication and interpersonal skills.
• Excellent problem-solving and decision-making abilities.
• Ability to work under pressure and manage multiple priorities.
• Detail-oriented and results-driven.
• Customer-focused with a positive attitude.

Benefits

• Comprehensive medical, dental, vision, disability, and life insurance.
• Health Savings Account (HSA) and Flexible Spending Accounts (FSAs).
• 401K match.
• Flexible PTO.
• Employee recognition platform with monetary rewards.
• 100% remote work environment with an initial work-from-home stipend.
• Leadership and coaching training programs.
• Free access to Bizlibrary for unlimited professional development.
• Employee Assistance Program (EAP) with 24/7 counseling sessions.
• Health and wellbeing programs.
• Paid parental leave.
• Employee bonus referral program.
• Employee Discount Program.

About VertexOne

VertexOne is the leading provider of cloud-based SaaS software solutions powering the next generation of customer experience for utilities, energy retailers, and energy transition providers. With over 30 years of experience and more than 350 customers in the cloud, we capitalize on our deep expertise to provide innovative solutions for digital transformation, revenue optimization, and data-driven efficiency operations surrounding the customer. Our offerings include Customer Information Systems (CIS), Mobile Workforce Management (MWM), Electronic Data Interchange (EDI), and Digital Customer Engagement and self-service portals.