Customer Support Rep
VitalEdge Technologies, Cary, NC, United States
Customer Support Representative
As a Customer Support Representative, you will be the first line of defense for customer inquiries, ensuring prompt and effective resolution of technical and operational issues. Your ability to diagnose problems, provide solutions, and enhance support processes will be critical in driving customer success. Additionally, you will work closely with the account management team to improve the overall customer experience and provide feedback to product and development teams for continuous improvement.
Responsibilities
Manage and prioritize support tickets received through the Zendesk portal
Troubleshoot customer issues, identifying root causes and implementing resolutions
Develop in-depth expertise in our suite of applications to assist customers effectively
Collaborate with product and development teams to resolve complex technical issues
Work closely with account managers to ensure customer concerns are addressed comprehensively
Provide clear and professional communication with customers through multiple channels
Lead customer discussions and training sessions on application usage and best practices
Identify trends in customer support requests and provide insights for product improvements
Maintain detailed documentation of customer interactions and resolutions
Required Skills & Education
1-2 years of experience providing customer support in SaaS environment
Bachelor's degree
Rental business experience in the heavy equipment industry
Strong understanding of rental operations, ideally with experience at a rental counter
Exceptional interpersonal and problem-solving skills
Strong verbal and written communication abilities
Ability to lead virtual meetings and training sessions
Self-starter with excellent time management and multitasking skills
Passion for technology and learning new software applications
Ability to coordinate with remote development teams, including during non-traditional business hours
Effective in a fast-paced, team-oriented environment
Preferred Experience
Background in business administration, customer service, or information technology
Familiarity with Zendesk and other customer support tools
VitalEdge is an Equal Opportunity Employer
As a Customer Support Representative, you will be the first line of defense for customer inquiries, ensuring prompt and effective resolution of technical and operational issues. Your ability to diagnose problems, provide solutions, and enhance support processes will be critical in driving customer success. Additionally, you will work closely with the account management team to improve the overall customer experience and provide feedback to product and development teams for continuous improvement.
Responsibilities
Manage and prioritize support tickets received through the Zendesk portal
Troubleshoot customer issues, identifying root causes and implementing resolutions
Develop in-depth expertise in our suite of applications to assist customers effectively
Collaborate with product and development teams to resolve complex technical issues
Work closely with account managers to ensure customer concerns are addressed comprehensively
Provide clear and professional communication with customers through multiple channels
Lead customer discussions and training sessions on application usage and best practices
Identify trends in customer support requests and provide insights for product improvements
Maintain detailed documentation of customer interactions and resolutions
Required Skills & Education
1-2 years of experience providing customer support in SaaS environment
Bachelor's degree
Rental business experience in the heavy equipment industry
Strong understanding of rental operations, ideally with experience at a rental counter
Exceptional interpersonal and problem-solving skills
Strong verbal and written communication abilities
Ability to lead virtual meetings and training sessions
Self-starter with excellent time management and multitasking skills
Passion for technology and learning new software applications
Ability to coordinate with remote development teams, including during non-traditional business hours
Effective in a fast-paced, team-oriented environment
Preferred Experience
Background in business administration, customer service, or information technology
Familiarity with Zendesk and other customer support tools
VitalEdge is an Equal Opportunity Employer