Customer Support Analyst

Vera Solutions

About the organization

Vera Solutions is a social enterprise and Certified B Corporation® providing cloud and mobile solutions that help social sector organizations better track their impact, streamline their operations, and create feedback loops that put data in the hands of those who need it.

Duties

Lead charge on Tier 1 Support for client-related issues and queries
Manage the ticket movement across the tiers and follow up for outstanding updates
Develop a deep understanding of our product (preferred Salesforce system background) for troubleshooting issues and providing responses to internal and external partners
Build knowledge base to help build scalable skillset for support; document client feedback, common use cases and communicate these findings actively with Products development team
Drive communication and engagement with low-touch and high-touch clients via email communication and monthly check in meetings
Project manage customer success/support projects with planning, communication, documentation and timeline expectations to their completion
Monitor and report on product quality, adoption and user feedback throughout customer’s lifecycle

Qualifications

1-2 years of experience working for a SaaS product
1-2 year of experience working on a Customer Support or Customer Success team
Experience with Salesforce (strongly recommended), Jira and Confluence
1-2 years of Project Coordination and/or Management experience
Excellent communication skills (written + verbal)
Detail-oriented, efficient with excellent multitasking and organizational skills
Team-oriented, consistent desire to learn, improve and grow

Application instructions

Contact email: [email protected]

Please complete the following application form: https://verasolutions.formstack.com/forms/2020customersuccessanalyst

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