Customer Support Technician
Join an exciting growing company and help your community! VerticalChange is a dynamic software startup that provides cloud based software solutions for non-profit and health agencies around the United States. We are looking for a motivated person to join the Customer Success team as a Customer Support Technician. This is an exciting opportunity to learn and grow into a position while also helping your non-profit community!
Role and Responsibilities
- Work with customers to answer questions regarding VerticalChange software via chat, email, phone and remote meetings
- Be available for support coverage during regular West Coast business hours - with shifts occurring either 8:00 a.m. - 2:00 p.m. or 11:00 a.m. - 5:00 p.m., Monday-Friday (negotiable)
- Receive and respond to support queries in a timely manner by providing simple user training, logging system bugs, and forwarding more complex questions, where appropriate
- Assist in the development of system help guides and training videos
- Conduct quality assurance testing in VerticalChange
- Assist the Customer Success team with communicating to clients and scheduling
- Assist with client system configurations, historic data imports, and report generation, with the supervision of a Customer Success Manager
- Other duties as assigned by Customer Success Managers
Qualifications and Education Requirements
We are looking for reliable, trustworthy and well-organized applicants who are interested in growing in their position and with the company. This position will require the following:
- An eagerness to dive-in and learn new software or skills
- Proficiency in Microsoft Office Suite, specifically Excel and Word
- Ability to write professional emails and meeting documentation
- Knowledge of customer service practices
- Patience and willingness to work with others who do not understand technology
- A reliable internet connection, and a distraction-free working environment
- Bachelor's degree or equivalent experience/vocational training
- Familiarity with Customer Relationship Management (CRM) or Electronic Health Record (EHR) software such as, Salesforce or EPIC
- Understanding of data management and analytics
Preferred Skills
Candidates with any of the skills below will be preferred:
- Knowledge data visualizations and SQL
- Experience in the social services sector
- Degree in computer science or social sciences
Please email your resume and cover letter to careers@verticalchange.com.