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