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Job description
We are looking for a Support Specialist who will be responsible for solving customer problems and helping Partners achieve their goals through Vendasta’s platform, products, and services. Support Specialists communicate with Partners through inbound calls, chats, emails, and meetings to assist with product training, best practices, product updates, troubleshooting, and more. Reporting to a Support Team Lead, you will join a world-class support team that drives success with the platform through exceptional customer service.

This role will have rotational week offs and night shift 7.30 PM to 4.30 AM IST to support Canadian business hours and will be an in-office role. Cab service will be provided.

The impact you’ll have

• Answer inbound calls, emails, and chats to support Partners and help them achieve their business objectives through Vendasta’s platform, products, and services
• Provide exceptional customer service and training to Vendasta’s Partners
• Utilize ticketing systems, such as Zendesk, to manage interactions with customers
• Be diligent in finding answers and keeping clients updated on bugs and other inquiries
• Be the expert in Vendasta’s offerings—providing information, strategies, uses, and more to Partners
• Maintain product knowledge and awareness of developments to brief Partners about releases and updates as necessary
• Coordinate and pass along feedback from Partners to product development
• Work with the Support on-Demand team to develop plans and initiatives to drive Partner success and platform adoption
• Perform troubleshooting of Vendasta products and services as necessary
• Control traffic for Partners, ensuring all issues are passed off and dealt with accordingly
  
  

The value you’ll bring

• 2+ years experience in customer service/account management
• Experience in customer support (considered an asset)
• Proper phone and email etiquette
• Superior written and verbal communication skills
• A team player attitude
• Ability to deal effectively with others in antagonistic situations, using appropriate interpersonal styles and methods to reduce tension or conflict
• Organized and attentive to detail
• Ability to read between the lines - know how to answer the questions not being asked and identify opportunities
• Action-oriented with strong organizational, analytical, and problem-solving skills