Customer Technical Support Specialist

Vector Solutions is the leader in providing industry-focused SaaS solutions that connect content and technology. Vector’s unique product set aims at training and learning management, continuing education (CE), compliance, workforce scheduling, safety management, and more.

Our mission is to empower everyday heroes in the public, educational and commercial sectors to make safer, smarter, and better decisions.

This position requires excellent communication, problem-solving skills, and the ability to work both independently and as part of a team.

• Troubleshoot and test customer issues over the phone, email, and through remote assistance software.
• Learn the setup of our Scheduling product and business applications for Vector Solutions.
• Provide first and second level problem resolution for customers with application problems.
• Ensure objectives and service level agreements (SLAs) are met.
• Provide resolution of issues for clients, liaise between clients, customer success team and development team.
• Utilize our case management system, keep track of your own support tickets, and follow through to completion.
• Provide accurate and timely support by documenting all issues and resolutions.
• Maintain communications with customers during the problem resolution process.

• Ability to quickly grasp new products and acquire technical expertise.
• Proficient in identifying, troubleshooting, and resolving a diverse range of technical computer-related issues.
• Effective communication of technical matters to non-technical stakeholders.
• Outstanding problem-solving skills and adeptness in providing application support.
• Strong organizational capabilities with meticulous attention to detail.
• Capable of working autonomously and collaboratively within a team environment.
• Development and maintenance of internal documentation is important.

Required:

• 2+ years of valuable customer service experience.
• 2+ years of expertise in troubleshooting web-based software.
• Proficient in using JIRA and Salesforce.
• Proven track record of successfully managing escalated customer issues and finding innovative solutions.
• Proficient in creating and maintaining comprehensive knowledge base articles for internal and external use.
• Strong familiarity with advanced troubleshooting techniques, including analyzing logs and utilizing debugging tools.
• Technical support experience with Software as a Service (SAAS).
• Expertise in developing and implementing process improvements to enhance the overall customer support experience.
• Proven full cycle LDAP/Active Directory & SSO/SAML implementation experience.
• Competency in Microsoft Office Suite; Outlook, Word, PowerPoint, and Excel.
• Prior experience in remote work.

Preferred:

• Bachelor’s Degree in Business, IT, or a closely related field.
• Proficient in Bash Script Writing.
• Experience configuring and updating FTP accounts.
• Comfortable with Command-Line operations.
• Exposure to .Net framework.

>> To expedite the process, please submit your application using the following link: https://recruiting.paylocity.com/recruiting/jobs/Details/3421780/Customer-Technical-Support-Specialist

• Teamwork - Above all, we’re a team. We give and value feedback. We support each other, respect each other and work together to accomplish our common goals and serve our customers. Once we make decisions, we align behind them as a team.
• Customers First - Our customers’ success is our success. They are why we are here. We work to earn the trust of our customers and always deliver on our commitments.
• Make a Difference - It’s not a job, it’s a calling. We have passion for our mission, for our customers, for our work, and for sharing a fulfilling experience with our fellow team members.
• Inclusiveness - Uniqueness is powerful. We support an environment of respect, belonging, and community that promotes a variety of perspectives and crucial conversations, leading to better outcomes.
• Act Now - We act with urgency. The best time to get something important done is now. We don’t wait and let perfection be the enemy of good.
• Curiosity - We love a good challenge. We’re scrappy, we stretch ourselves to be the best, ask questions, learn from our mistakes, and are dedicated to continually improving and growing.
• Ownership - We own the outcome and don’t pass the buck. The score matters. We hold ourselves and each other accountable. We treat company resources like they are our own.