Job Description

Customer Support Representative

As a Customer Support Representative, you will be the first line of defense for customer inquiries, ensuring prompt and effective resolution of technical and operational issues. Your ability to diagnose problems, provide solutions, and enhance support processes will be critical in driving customer success. Additionally, you will work closely with the account management team to improve the overall customer experience and provide feedback to product and development teams for continuous improvement.

Responsibilities

• Manage and prioritize support tickets received through the Zendesk portal
• Troubleshoot customer issues, identifying root causes and implementing resolutions
• Develop in-depth expertise in our suite of applications to assist customers effectively
• Collaborate with product and development teams to resolve complex technical issues
• Work closely with account managers to ensure customer concerns are addressed comprehensively
• Provide clear and professional communication with customers through multiple channels
• Lead customer discussions and training sessions on application usage and best practices
• Identify trends in customer support requests and provide insights for product improvements
• Maintain detailed documentation of customer interactions and resolutions

Required Skills & Education

• 1-2 years of experience providing customer support in SaaS environment
• Bachelor's degree
• Rental business experience in the heavy equipment industry
• Strong understanding of rental operations, ideally with experience at a rental counter
• Exceptional interpersonal and problem-solving skills
• Strong verbal and written communication abilities
• Ability to lead virtual meetings and training sessions
• Self-starter with excellent time management and multitasking skills
• Passion for technology and learning new software applications
• Ability to coordinate with remote development teams, including during non-traditional business hours
• Effective in a fast-paced, team-oriented environment

Preferred Experience

• Background in business administration, customer service, or information technology
• Familiarity with Zendesk and other customer support tools

VitalEdge is an Equal Opportunity Employer

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