[Hiring] Customer Support Specialist @Vantaca + HOAi

Role Description

The Customer Support Specialist is a key component of Vantaca’s unwavering commitment to the customer experience by helping further establish our reputation as a company that offers excellent customer support. Their work orientation is driven by being a self-starter motivated by task accomplishment, both individually and collaboratively. They will work closely with team members to resolve customer queries, recommend solutions, and guide product users through features and functionalities. The Customer Support Specialist is a dynamic problem solver that isn't afraid to push boundaries and think beyond what is expected and supports a team of talented individuals to do the same.

Accountability Key Initiatives

• Providing excellent customer experience
• Response timeliness & quality to support inquiries
• Assist customers with product configurations

Expectations for Success

• Progressively ramp up to >45 solved tickets per week in 8 weeks.
• Achieve SLA’s
• 100% Answer Rate
• Exceptional CSAT

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

Qualifications

• 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

Core Values

• Always Growing: Likes change and enjoys finding new ways to improve their knowledge and the platform. Always ready to learn quickly about emerging AI technologies and infrastructure patterns, helping themselves and the team grow.
• Win as a Team: Builds trust and works together by making sure everyone communicates well. Actively involved in daily platform work, working closely with engineering teams, listening to their infrastructure needs, and celebrating technical successes together.
• Accountability Starts with Me: Notices platform problems and takes personal action to solve them. Takes ownership of platform performance, reliability, and the success of internal customers building on the platform.
• Unwavering Commitment to Customer Experience: Regularly talks to internal customers (product teams, engineers), taking personal responsibility to understand what they need from the platform, address infrastructure concerns, and make their development experience better with improved platform capabilities.
• Innovate Boldly: We challenge the status quo and push technical boundaries to create meaningful change. We act with urgency and purpose, knowing that platform innovation drives our AI-native product success.

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
• Named on Inc 5000 list of America's Fastest Growing Private Companies
• Named on Inc 5000 Vet 100 Private Companies list multiple years in a row
• Winner of Coastal Entrepreneur Award, Technology Category
• Active employee-led Culture Committee
• Ongoing industry and professional development trainings available to all employees
• Multiple leaders on the executive committee recognized as 40 under 40 recipients for contributions to business and community