Technical Support Representative -

Technical Support Representative -

Join vCita, the leader in web engagement software for small businesses, offering an end-to-end platform for scheduling, customer retention management and invoicing. The vCita platform redefines how small business interact with their customers.

We are looking for an outstanding Technical Support Representative, to provide an excellent customer experience to our 1000s of customers.

As a Technical Support Representative, you will engage and build relationships with customers as their primary connection to all of the resources vCita has to offer -

Your role will include:

  • Supporting clients to ensure their success and understanding of our product's functionality
  • Maintaining high customer satisfaction answering incoming phone calls, emails and chat requests and assisting customers with product questions
  • Providing technical assistance to our clients
  • Increasing customer retention
  • Representing the voice of the customer to the development team
  • The ideal candidate will have:
  • Previous experience in technical support or other client-facing roles
  • Familiarity with technical troubleshooting
  • Background working with SaaS
  • Eager to learn how to use new tools and systems
  • Positive, friendly attitude and a love for helping others succeed
  • Ability to multi-task, and work independently without constant guidance from your manager
  • Creative thinking and the desire to improve processes and resolve inefficiencies
  • Excellent problem-solving skills; if you're the go-to person in your current department for difficult issues, that's a good sign
  • Nice to have: Experience using Zendesk, JIRA, Intercom and HTML skills.