At VertexOne, helping utilities provide the best customer service experience is what we do. VertexOne is the recognized leader in SaaS platforms for utilities across North America. Through a wide range of innovative services and solutions, VertexOne helps utilities deliver a compelling customer experience; reducing the cost to serve customers, increasing operational efficiency, improving customer satisfaction, and driving utility operations forward.
It’s been in the DNA of our people since we started supporting utilities’ customer experience needs over 20 years ago. And that commitment continues to this day.
Our team members are our greatest assets, so we pride ourselves on being ‘Employee First’. As such, we listen to what our employees have to say and find ways to incorporate their ideas into the company. Whether it’s new technology, career development opportunities, or fun events, we find new ways to keep our employees engaged and incentivized to grow within the company.
Our employees' well-being—both physical and mental—is a top priority at VertexOne. That's why we foster a 100% remote and flexible environment and encourage work-life balance.
VertexOne is proudly Certified as a Great Place to Work®. Great Place to Work® is the global authority on workplace culture, employee experience, and leadership behaviors proven to deliver market-leading revenue, employee retention and increased innovation. VertexOne is dedicated to prioritizing the employee experience and creating an exceptional company culture.
Overview Of Role/ Job Purpose
The Customer Support Specialist I is responsible for providing exceptional customer service by addressing inquiries, resolving issues, and ensuring customer satisfaction. This role involves interacting with customers through various channels, including phone, email, and chat, to provide support and guidance on products and services.
Essential Job Duties
• Customer Interaction: Respond to customer inquiries via phone, email, and chat in a timely and accurate manner.
• Issue Resolution: Diagnose and troubleshoot technical issues, providing effective solutions and guidance.
• Documentation: Maintain detailed records of customer interactions, issues, and resolutions.
• Feedback Collection: Gather customer feedback and share insights with the product, sales, and marketing teams.
• Training: Assist in training junior Customer Support Representatives.
• Product Knowledge: Stay updated on product features and functionalities to provide accurate information to customers.
• Social Media Monitoring: Monitor customer complaints on social media and reach out to provide assistance.
• Follow-Up: Ensure customer issues are resolved and follow up to confirm satisfaction.
Required Skills/Qualifications
• At least 3 years proven experience as a Customer Support Specialist or in a similar customer service role, working for a SaaS company
• Familiarity with customer service software, CRM systems, and remote support tools.
• Excellent communication and problem-solving skills.
• Ability to multitask and manage time effectively.
• Patience and empathy when handling tough cases.
• Bachelor's degree in Information Technology, Business Administration, or a related field is preferred.
• Strong communication and interpersonal skills.
• Excellent problem-solving and decision-making abilities.
• Ability to work under pressure and manage multiple priorities.
• Detail-oriented and results-driven.
• Customer-focused with a positive attitude.
What VertexOne Has To Offer
• Comprehensive medical, dental, vision, disability, life insurance
• Health Savings Account (HSA), Flexible Spending Account (FSAs)
• 401K match
• Flexible PTO
• Employee recognition platform with monetary rewards
• 100% Remote work environment
• Initial work from home stipend
• Leadership/Coaching training programs
• Free access to Bizlibrary for unlimited professional development
• Employee Assistance Program (EAP) with counseling sessions available 24/7
• Health and wellbeing programs
• Paid parental leave
• Employee bonus referral program
• Employee Discount Program
About VertexOne
VertexOne is the leading provider of cloud-based SaaS software solutions powering the next generation of customer experience for utilities, energy retailers, and energy transition providers.
With over 30 years of experience and more than 350 customers in the cloud, we capitalize on our deep expertise to provide a wide range of innovative solutions for digital transformation, revenue optimization, and data-driven efficiency operations surrounding the customer.
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