Client Success Specialist

 

Reports To

Client Success and Training Manager

Who is Vant4ge?

Are you passionate about building a technology-based product that will actually help people in need? Do you want to work in an environment that is dynamic, challenging and constantly evolving? As a member of the team you'll have the opportunity to work in a highly collaborative, creative, and agile environment.

 

We are Vant4ge and we are on a mission to end Mass Incarceration and the disproportionate minority contact and confinement within the criminal justice system.  Our staff is passionate about using technology to help and give hope to people who may have become involved in local, state, or federal justice systems. We provide an online community of care that enables agencies to connect, coordinate and track all those who are involved in the correctional/rehabilitative life cycle, including those with the most stake (the justice involved youth or adult, him/herself). Our technology seeks to empower all involved to assess, assign and encourage completion of treatment plans that will improve success in the community. We enjoy knowing our software at the end of the day is being used to help people.

Job Overview

In this position, as a client-facing role, you are responsible for the support, best practice coaching, and implementation process for local and state-wide agencies. You will also communicate with sales, project management office (PMO), and product teams to ensure flawless execution of the support and implementation process.  We are seeking two individuals in this role to stagger hours across US time zones so all clients receive 8a to 5p support.

Responsibilities

  • Manage the Helpdesk ticket queues

  • Conclude responses pertaining to information received (via support tickets, email inquiries, etc) 

  • Troubleshoot software

  • Assess and gather information pertaining to open tickets to ascertain which require escalation to Quality Assurance

  • Attempt to resolve customers’ problems by providing them with self-fix guidance 

  • Guide clients on how to use software by providing them with basic assistance or refer them to training

  • Gain an understanding of all products Vant4ge supports 

  • Track issues through the Freshdesk ticket queue and ensure prompt resolution in accordance with SLA guidelines



 

Qualifications

  • 1-2 years’ experience in a customer success specialist or similar support role

  • Excellent deskside manner; with the ability to support users without alienating them

  • Understanding and familiarity with cloud-based platforms: Google GSuite, Box, Zendesk, etc.

  • Strong prioritization skills to ensure the highest levels of support to the business and each user

  • Effective communication skills and the ability to translate IT-speak to something that end users can easily understand both in conversation and in written format

  • Ability to problem solve to determine and fix root-cause

  • Experience working in a fast-paced, technical environment

  • Ability to maintain flexible hours to provide support for US offices in multiple time-zones


Skills

  • Customer-oriented

  • Able to master an understanding of company products and services

  • Communicative

  • Active listener

  • Technical trouble-shooting abilities

 

We highly value

  • Passion for and responsibility to the customer/partner

  • Must be self-starting, hardworking and inquisitive

  • Leadership through innovation in everything you do

  • Passion for what you do and being self-critical to improve

  • Relentless commitment to win

  • Personal and corporate integrity
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