This job listing has expired and the position may no longer be open for hire.

Customer Support Specialist at Vendini

Posted in Admin - Clerical 30+ days ago.

This job brought to you by eQuest

Type: Full-Time
Location: Petaluma, California

Job Description:

Position Summary:


This role handles incoming (and outbound) technical support issues by phone and email for members using the Vendini and Crowdtorch systems. In this role, you will explain how the system works to members, improve members’ understanding of the system, and offer best practice advice. This role also serves as a liaison between members and other internal departments such as accounting, launch, product support, websites, venue build and imports, customer success managers, etc. and works to ensure high service standards and maintain high customer satisfaction.


Responsibilities:



  • Respond to inbound member inquiries via email, telephone, and chat within SLA standards

  • Identify best mode of communication to respond to member inquiries

  • Resolve product or service issues by


    • Clarifying the member's needs

    • Determining and explaining the best solution

    • Escalating cases through the appropriate channels if necessary

    • Managing member expectations

    • Following up to ensure resolution

  • Report inquiries into the Vendini case management system with clear and complete documentation

  • Provide expertise to update internal and member-facing product documentation

  • Recommend best practice suggestions to members regarding technical and business questions

  • Work collaboratively with other internal departments to address and resolve member needs, and to develop best practice solutions

  • Provide on call coverage weeknights and weekends as scheduled

  • Submit feature requests and bug reports to the Product Support Specialist team

  • Troubleshoot hardware issues and iOS applications

Requirements



  • Exemplary verbal and written communication skills

  • Demonstrated ability to handle high-pressure situations calmly and professionally

  • Experience working independently, as well as in a team environment

  • Proven ability to multi-task, prioritize and manage time effectively

  • Keen attention to detail

  • Excellent grasp of Mac and/or Windows operating systems, and internet applications

  • Demonstrated ability to think critically and creatively

  • 4-year college degree or equivalent experience

Diversity


“Diversity is a core value at Vendini. Diverse opinions, ideas, and experience push us, challenge us, and all our whole team to work better and smarter. We know that the more diverse our workforce is, the better we support our customers and the diverse interests they represent. We aim to provide an inclusive, empowering, and supportive work environment for individuals from all backgrounds and walks of life throughout our business from our employees to our members to their patrons.”

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information.

Experience

Preferred

  • Experience working independently, as well as in a team environment

  • Demonstrated ability to handle high-pressure situations calmly and professionally

  • Exemplary verbal and written communication skills

  • Fluency in Spanish or French is a plus.

Education

Required
  • Bachelors or better

See job description