Customer Support Specialist

VitalSource®, is hiring a Customer Support Specialist to contribute to our Customer Support team located remotely.

Provides effective customer service for all internal and external customers by using knowledge of company products and programs as well as communicating effectively with team members within the customer support team.

VitalSource is a mission-driven company delivering affordable, impactful learning to anyone, anywhere.

Required Qualifications:

• Bachelor’s degree in technical field or directly related year for year experience
• 2 years’ relevant experience
• You will have experience using or knowledge of some of the following programs
  • Zendesk
  • Slack
  • Salesforce
  • Pendo
  • Lessonly

Preferred Skills:

• Knowledge of organization, operating procedures and policies of the company
• Knowledge of a ticketing system, inbound calls, and chat support
• Knowledge of troubleshooting and problem-solving issues for web and mobile apps, using a very large Knowledge Base
• Knowledge of a variety of computers/devices (Mac, PC, iOS, Chromebook, Kindle Fire, and Android) and applications
• Ability to walk people through the process of navigating a mobile app/website, and
• downloading/installing an application
• Ability to meet strict deadlines
• Ability to be flexible/multi-task based on workflow demands
• Ability to speak, write and read the English language
• Ability to develop constructive and cooperative working relationships with others, and maintain
• them over time
• Ability to exercise effective judgment, sensitivity, creativity to changing needs and situations
• Ability to maintain consistent, punctual and regular attendance
• Ability to receive and give information in a courteous manner over the telephone, via electronic communication or in person
• Ability to engage in active listening with coworkers, management and clients/customers
• Ability to apply new knowledge, technology and procedure to job responsibilities
• Ability to meet and maintain performance objectives (standards)

Key Responsibilities:

• Provides timely and accurate information to incoming customer service and product knowledge
• requests from internal and external teams.
• Processes customer orders/changes/returns according to established department policies
• Works closely with the finance department to resolve disputed credit transactions.
• Provides timely feedback to the company regarding service failures or customer concerns.
• Partners with the sales and success teams to meet and exceed customer’s service expectations.
• Ensures VitalSource Customer Support team solves priority one and two tickets within SLA.
• Works with VitalSource Product, Engineering, and Support Management teams to close open and
• aging tickets
• Performs security operations checks and reports issues to the appropriate parties (Product,
• Engineering, and VitalSource Support) and follows up for resolution.
• Identifies and collaborates with the appropriate sales teams (Enterprise, 2/4 year, Acrobatiq,
• Corporate, K-12, and Publisher) for sales requests coming through VitalSource Support.
• Assists users with configuration and access problems by using troubleshooting and probing skills.
• Determines problems and communicates resolutions for data, software, communication and
• integration issues.
• Assists in creating external facing support documentation and internal support documentation for all support groups.

What We Offer:

• Culture:Collaborative, Inclusive, and Mission-driven 
• More in your pocket:Competitive base salary and a strong variable component 
• We take care of all aspects of our people:Generous, well-rounded benefits such as Medical, Vision, Dental, Life, Disability, Critical Illness, Accident, FSA, HSA, ID Protection, Pet and Legal Insurance 
• Retirement:401K match up to 5%  
• We support our families:12 weeks of paid parental leave
• Continued education:Use our tuition reimbursement program
• The Importance of Balance:start at 4 weeks’ vacation, 12 sick days, 10 company holidays, and 3 personal days,
• Flexibility:flexible work schedules and remote capabilities (by team) – feel free to skip the commute and hit your deadlines from home
• Casual Dress: be as comfortable at work as you are in your own living room
• Wellness: lots of opportunities for fitness challenges and rewards