Customer Support Specialist

About Vantaca
Powered by AI, Vantaca's vision is big! We are the leading AI-native community management performance platform that enables owners and operators, community management teams, boards and associations to work smarter, faster, and with unprecedented insight. More than just accounting and management software, Vantaca is intelligent business operating software that leverages artificial intelligence to automate routine work, surface actionable insights, and help our customers increase revenue, efficiency, flexibility, and control.
Built on modern cloud architecture with a single-platform design, Vantaca combines comprehensive functionality that adapts to 100% of business processes with AI-powered automation that learns and improves over time. Our proactive AI capabilities don't just report on what happened; they predict what's coming and recommend what to do next. From intelligent document processing and predictive analytics to automated workflows and conversational interfaces, we're transforming how community management companies operate.
With seamless integrations across the software and banking ecosystem, we're building the intelligent hub for community management where AI doesn't just assist, it anticipates. Vantaca is focused exclusively on community management and is the trusted technology leader defining the AI-powered future of the community association management industry. We're building something fundamentally different, and our customers are experiencing the competitive advantage that comes from working with truly intelligent software. Vantaca just achieved unicorn status with a $1.25B valuation, so it's safe to say we're past the "scrappy startup phase." We're not just building a successful company—we're building the category-defining platform that will transform how an entire industry operates.

Overview
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  

Requirements

• 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 

• Alw