Customer Support Specialist

Description

Vantaca’s vision is big. We are the leading community management performance software that enables owners and operators, community management teams, and boards and associations to improve business performance. More than just accounting and management software, it is business operating software that helps increase revenue, efficiency, flexibility, and control. A modern cloud architecture with a single-platform design that adapts to 100% of business processes, has proactive reporting, and can integrate with the software and banking partners of choice. Vantaca is focused exclusively on community management and is the trusted and proven technology leader in the community association management industry.

We are a winning team that believes in working together to make big ideas happen. We are a collaborative and visionary group that holds ourselves accountable for our results. Our ability to be nurturing and agile allows us to adapt to change and support each other through any challenges that come our way. We are customer-centric, meaning that we put our customers' needs and preferences at the heart of our work. We are authentic game changers that are building something cool and people like it here.

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

Success Metrics

• Progressively ramp up to 40 assigned tickets per week
• Achieve SLA’s    
• 100% Answer Rate  
• CSAT of X (phones) 

Requirements

• 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 
• Accounting Knowledge/HOA/Quickbooks/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 

Our Value Prop to Employees

• Our eNPS is +62! (Google it, that is great).
• 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 (2021, 2022 and 2023).
• Named on Inc 5000 Vet 100 Private Companies list multiple years in a row.
• 2021 Winner of Coastal Entrepreneur Award, Technology Category.
• Active employee-led Culture Committee.
• Ongoing industry and professional development trainings available to all emplo