Technical Support Specialist (CST/EST)

Our Customer Success team is growing at Vitally!

We're looking for a Technical Support Specialist to join the squad as we build out our approach to scaled CS. As a TSS, you'll use your people and communication skills (alongside our own product, of course 😉 ) to provide technical support to our customers.

You'll get to troubleshoot complex questions about the platform as you get a variety of experiences in all things post-sales here. Our customers vary in size and complexity but are all hungry to understand how they can get even more value out of Vitally. Having the ability to understand common issues and provide solutions, offering out-of-the-box advice, and becoming the voice of our team is key in this role.

Role Responsibilities:

• Service CST/EST timezone and manage incoming customer support inquiries
• You’ll help get to the bottom of tricky technical questions including but not limited to: data delays, integration questions, and general questions on our proprietary tech.
• Identifying and analyzing technical issues and recommending solutions to our customers via in-app chat
• Drive down average ticket time
• Ensure internal and external documentation is up to date by assisting in researching and compiling respective data
• Translate complex technical concepts to non-technical audiences
• Train and educate customers on how to effectively leverage Vitally
• Escalate issues, product feedback, and feature requests to the product team

About You:

• Have 2+ years of SaaS experience in international support role
• Strong troubleshooting skills - can research, solve, & communicate complex software issues
• Proactive and entrepreneurial spirit that can sniff out what needs to be improved
• Skilled at the art of discovery and question asking
• A strong communicator and writer -- you can translate technical concepts to non-technical audiences
• You thrive on making others happy and seeing them experience value from your work
• A curious and natural problem solver
• Ambitious - Vitally is still an early-stage company, so there's no ceiling to your personal or professional growth here
• Technical - Vitally deals with a ton of data, so the more comfortable you are sifting through that data, the better. We'll of course give you tools to help out here, but knowledge of APIs, relational databases, analytics tools, and the like will be a huge help here
• Experience working with support tools like Intercom, Zendesk, HubSpot, etc.
• Bonus: experience working with Data Warehouses
• Double bonus: experience with tools such as Salesforce, HubSpot, Segment, Vitally

About Vitally:

Vitally is a Customer Success platform built for strategic and proactive CS teams looking to easily prevent churn and retain (and identify) their best customers. Some of the best CS teams at companies like Zapier, Segment, and Productboard trust Vitally to unify their customer data. We make it possible with our powerful analytics dashboards, intuitive automations, and project management tools that all together make their customer data collaborative, measurable, and actionable for all key stakeholders-- from CSMs to CEOs.

We’re a high-growth, VC-backed startup who, at the end of the day, are looking to onboard people who want to have a profound impact on both the business and their own career. How? Working together to build the future of Customer Success.

If you get excited about ownership, autonomy, impact, and quality output -- then we’re excited about you. We’re not here to hold your hand, but we’re here to build a great product together.

Benefits & Culture:

• Competitive Salary: We offer a competitive salary given both your experience as well as location (we know some places cost a lot to live!) The salary band for this role starts at $65,000/year and increases based on candidate skillset and seniority.
• Equity: We want every team member invested in the company’s success and are happy to be generous with equity.
• Benefits:
  • 100% of health/dental/vision insurance premiums covered by us for you, your partner, and your dependents.
  • 401k with a company match.
  • Commuter benefits.
  • Unlimited PTO with a minimum we require you to take off. Please relax and recharge!
  • Flexible work hours and work-from-home policy.
  • WFH stipend to ensure your work environment meets your standards wit (i.e. laptop, monitor, etc).
  • Education stipend.
• Culture: We are committed to a productive and respectful work environment. Culturally, the team is extremely friendly, f