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.