Client Interface Support Specialist (Remote)

 

Reports To

Manager of Client Support and User Experience

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 daily support, best practice coaching, and implementation process for all customers. You will also communicate with Client Interface Management, Quality Assurance and Product teams to ensure flawless execution of the support and implementation process.   This is a full-time, salaried position with excellent benefits.  This role requires the ability to pass a reference check and a criminal background check.  This is a fully remote position primarily working Monday through Friday, 8am to 5pm EST.

Responsibilities

  • Manage the Helpdesk ticket queues through multiple channels including email, chat and telephone

  • Record and validate ticket data to ensure that it is accurate and correctly defined

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

  • Manage ticket queues and assign or escalate as required

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

  • Be competent in the identification and resolution of software specific issues

  • Attempt to resolve customers’ problems by providing 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

  • Create and review user guides & validate against Vant4gePoint platform

  • Validate client software platform through continuous application of client workflows


Qualifications

  • Demonstrated ability to work with software technology

  • Disciplined approach to virtual work

  • Understanding and familiarity with cloud-based platforms such as Google GSuite, Jira, Confluence

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

  • Effective written and verbal 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

  • Ability to translate complex technical explanations into understandable general public communications


Preferred Qualifications

  • Experience working in a fast-paced, technical environment where communication is primarily remote based (Slack, Google Meetings, Email, etc.)

  • Experience using support help desk software (Zendesk, Freshdesk etc)

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

  • 1-2 years’ experience in a software/technical customer support role or similar support role is preferred but not required

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

 



This position has been filled. Would you like to see our other open positions?