[Hiring] Technical Support Specialist @Vitalize

Role Description

This is Vitalize’s first support role dedicated to expanding our support offerings to Eastern time. As a Product Support Specialist at Vitalize, you will play a key role in driving improvements to our support processes, product quality, and operational efficiency. This role goes beyond addressing escalated customer questions; it’s about strategically enhancing the way we scale our support operations.

• Deliver prompt support to complex technical user issues.
• Collaborate across teams, including Engineering, Product, and Customer Experience, to resolve issues efficiently and effectively.
• Leverage technical expertise to analyze trends and reports to identify and address root causes of customer escalations.
• Ensure customer feedback translates into actionable improvements for support processes and the broader product experience.
• Drive continuous improvements that contribute to better customer experiences and optimize key metrics like Customer Satisfaction (CSAT) and First Response Times (FRT).

Qualifications

• 3-7+ years in a support capacity focusing on escalated issues and/or technical troubleshooting.
• Exceptional problem-solving skills capable of diagnosing complex technical issues, querying data, and reviewing product logs.
• Proven ability to influence and collaborate with cross-functional partners (i.e. Engineering, Product, and Operations).
• Experienced in owning portions or entire projects, focusing on optimizing processes, workflows, and support operations.
• Excellent written and verbal communication skills.
• High level of autonomy while working in ambiguous situations.

Requirements

• Drive continuous improvement initiatives focused on key performance metrics such as CSAT, FRT, First Contact Resolution Rate, and SLA compliance.
• Support the development and implementation of an AI-augmented support strategy.
• Create and refine internal and external documentation to empower users with self-service options.
• Develop deep product and platform expertise to diagnose and prevent recurring issues.
• Strategically scale and optimize support operations to enhance efficiency and improve user experience.

Benefits

• Medical, dental, and vision insurance
• 401(k) with company match
• Flexible PTO
• Unlimited travel budget to visit customer sites
• Bi-annual company off-sites
• Free meals in-office
• $5,000 relocation bonus
• Desk setup reimbursement
• Commuter benefits
• Monthly gym/wellness stipend
• An awesome office in Jackson Square, steps from the water