Senior Customer Support Specialist

Senior Customer Support Specialist

Job Description

Vitech is seeking an experienced Senior Customer Support Specialist to help advance our support function, building upon our solid customer service reputation to deliver industry-leading reliable, intelligent, and proactive support to our customers. This is a mission-critical, front-line role helping business customers and channel partners from across the globe successfully leverage our GENESYS™ and CORE™ software solutions in their life-changing systems design initiatives. To successfully build our team, we need a customer care champion who will develop a thorough command of our systems engineering software products and related resources, continually evolve our support processes and resource library, nurture customer interactions to deliver first-class service, coordinate efforts to efficiently resolve issues and enhance the Vitech Experience, and share external feedback and support insights with team members.

Who is Vitech? We are a pioneer and industry leader in integrated model-based systems engineering solutions. After 28 years supporting the systems engineering community—including commercial and government organizations involved with some of the most complex and innovative programs around the world—we are poised to take our solution to the next level! Through our 2019 acquisition by Zuken Inc., a global provider of electrical and electronic design and data management solutions, we aim to connect systems engineering and detailed design capabilities in unprecedented ways, enabling a new era of product development and integration. To do so, we must continue to advance our state-of-the-art software while cultivating our user community and the ecosystem of third-party connectors and other resources at an ever-increasing pace.

Working at Vitech affords all team members the opportunity to contribute across the company – product definition, methodology, marketing, customer experience, and beyond. Proactive collaboration with software engineers and other product experts at our headquarters in Blacksburg, Virginia, is critical to success in this role. This is an opportunity to escape bureaucratic environments with their monotonous customer service scripts and queues to make a real difference in an organization delivering mission-critical tools that help change our world.

Specific Responsibilities

Our customer support team is charged with systemically enhancing our customer experience—maintaining a robust resource library, tailoring solutions to address customer issues, transforming problems into opportunities, and maximizing customer relations—to convert customers into Vitech champions and evangelists.

To thrive at Vitech, a Senior Customer Support Specialist must:

  • Be a self-starter with the ability and drive to learn and operate independently, work collaboratively as part of an integrated team, multi-task, and communicate technical issues effectively
  • Develop and maintain a broad and technical knowledge of our software products and services, continually learning as our solution evolves
  • Demonstrate critical thinking and conceptual problem solving to propose solutions to unstructured, and potentially unprecedented, issues
  • Handle multiple input streams while prioritizing new and ongoing support cases following agreed upon approaches and service standards
  • Communicate with customers in a courteous, friendly, and professional manner regardless of the circumstances
  • Listen attentively to customer needs and concerns demonstrating empathy and a calming demeanor
  • Minimize case escalation, striving for first-contact resolution
  • Prepare accurate and timely documentation of interactions to maintain customer records
  • Develop and maintain FAQ documents and other customer-facing resources
  • Coordinate effectively with Vitech team members and affiliates to ensure professional and timely resolution of customer requests
  • Be a contributing member of the Vitech Experience Council striving to advance its charter to promote customer loyalty through a systemic, first-class customer experience
  • Maintain and evaluate agreed-upon metrics and recommend improvement strategies to the Vitech Experience Council

Position Qualifications

The successful Senior Customer Support Specialist candidate will have:

  • A Bachelor’s degree in business, engineering, or science
  • Ten years or more experience in customer service and/or technical support, including at least five years supporting business-to-business (B2B) software
  • A passion for building customer service systems and resources, systemically delivering first-class service, and enhancing customer loyalty and corporate growth
  • Ability to learn and apply technical product knowledge in the context of varying customer environments and use cases
  • Superior communication skills (both verbal and written)
  • Strong interpersonal and teamwork skills, with a desire to work in a collaborative environment
  • Excellent organizational skills and attention to detail
  • Ability and desire to contribute to an evolving technical knowledge base and process framework
  • Ability to multi-task in a fast-paced environment while maintaining good customer rapport
  • U.S. citizenship, or other lawful classification as a “U.S. person” under the International Traffic in Arms Regulations (ITAR)