Customer Service Representative

Description

Company: Vellox Group

Location: Remote

About Vellox Group

Vellox Group is setting the new international standard for operational, fleet management and safety software. Designed for the aviation, health and energy sectors by a global team of developers with real-world understanding, Vellox Group integrates trusted technologies into a customizable SaaS platform with unmatched functionality and capability. We are a dynamic and forward-thinking team, committed to delivering top-notch solutions to our clients.

Position Overview

Vellox Group is seeking a dedicated and experienced Customer Service Representative to join our team. As an integral part of our organization, you will play a critical role in ensuring our customers receive top-tier support and assistance with our software products. You will be the primary point of contact for customers, providing them with timely solutions and contributing to the overall satisfaction and success of our clients.

Responsibilities

Customer Support:

• Respond to inquiries via Zendesk, phone, email, and virtual meetings with professionalism and empathy.
• Resolve customer inquiries and issues promptly, ensuring a positive customer experience following support level resolution guidelines.
• Participate in on-call after hours support rotation.
  
  

Problem-Solving And Troubleshooting

• Analyze customer-reported problems and determine root causes.
• Escalate complex or recurring technical issues to QA or development teams with detailed documentation.
• Work closely with the engineering team to test and validate solutions when needed.
  
  

Product Knowledge

• Gain an in-depth understanding of our software products to assist customers effectively.
• Stay updated on new features, updates, and releases to provide accurate information to customers.
  
  

Documentation And Knowledge Base

• Document all support interactions and resolutions thoroughly in the ticketing system.
• Contribute both internal documentation and public-facing knowledge base articles to improve self-service options.
  
  

Feedback And Improvement

• Gather feedback from customers and share insights with the Customer Success, Product, and Engineering teams.
• Propose workflow or documentation enhancements based on support trends.
  
  

Requirements

Core Skills Set/Background Requirements:

Technical Proficiency

• Basic understanding of software and technology to troubleshoot and resolve customer issues.
• Familiarity with CRM systems and customer support tools.
  
  

Communication Skills

• Outstanding written and verbal communication skills.
• Ability to convey technical concepts clearly and patiently to non-technical users.
  
  

Problem-Solving Abilities

• Sharp analytical skills with a methodical approach to issue resolution.
• Strong attention to detail and commitment to following issues through to completion.
  
  

Adaptability

• Ability to work in a fast-paced environment and manage multiple customer inquiries simultaneously.
• Flexibility to adapt to changes in products, processes, and customer needs.
  
  

Remote Work Capabilities

• Self-motivated with strong time management and organizational skills.
• Reliable internet connection and a conducive home office setup.
  
  

Preferred Experience/Certifications

• Experience in a Software or Technology Environment: 2+ years of customer support experience working in a customer support role within a software development company, or a technology-driven environment. Familiarity with handling technical queries and troubleshooting software issues will be advantageous.
• Background in Remote Customer Service: Experience working in a remote customer service role is preferred. Demonstrated success in managing customer inquiries and resolving issues efficiently while working remotely shows strong self-discipline and time management skills.
• Understanding software troubleshooting best practices or general QA processes is a plus.
  
  

How To Apply

If you are enthusiastic about technology and have a proven history in software quality assurance, we would love to hear from you.

Please submit your resume and outline your relevant experience by completing the online application.

Vellox Group is an equal opportunity employer and encourages candidates from all backgrounds to apply. We thank all applicants for their interest, but we will only be contacting those selected for an interview.