Note: The job is a remote job and is open to candidates in USA. Vantaca is an AI-native community management performance platform that helps community management companies operate more efficiently through intelligent software, automation, and actionable insights. The Customer Support Specialist provides timely, high-quality assistance to customers, resolves product questions, supports configurations, logs and escalates issues, and collaborates with colleagues to improve customer and product outcomes.
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
Skills
- 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
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
- Active employee-led Culture Committee
- Ongoing industry and professional development trainings available to all employees
Company Overview