Join an exciting growing company and help your community! VerticalChange is a dynamic software company that provides cloud based software solutions for non-profit and health agencies around the United States. We are looking for a motivated person to join the Customer Success team as a Customer Support Technician. This is an exciting opportunity to learn and grow into a position while also helping your non-profit community!

Role and Responsibilities

• Work with customers to answer questions regarding VerticalChange software via chat, email, phone and remote meetings
• Be available for support coverage during regular West Coast business hours - between 8am and 5pm Pacific (Monday through Friday)
• Receive and respond to support queries in a timely manner by providing simple user training, logging system bugs, and forwarding more complex questions, where appropriate
• Conduct Quality Assurance Testing in VerticalChange
• Assist in the development of system help guides and training videos
• Assist the Customer Success team with communicating to clients and scheduling, as needed
• Assist with client system configurations, historic data imports, and report generation, with the supervision of a Customer Success Manager
• Other duties as assigned by Customer Success Managers
• Please note at this time we can only hire candidates residing within the United States

Qualifications and Education Requirements

We are looking for reliable, trustworthy and well-organized applicants who are interested in growing in their position and with the company. This position will require the following:

• An eagerness to dive-in and learn new software or skills
• A passion for helping others and the ability to channel that passion into helping clients in the social sector
• Experience working in a Customer Support role, with expertise in Chat Support
• Working knowledge of Google Workspace including Docs, Sheets, Drive, Slides
• Proficiency in Microsoft Office Suite, specifically Excel and Word
• Ability to write professional emails and meeting documentation
• Knowledge of customer service practices
• Patience and willingness to work with others who do not understand technology
• A reliable internet connection, and a distraction-free working environment
• Bachelor's degree or equivalent experience/vocational training
• Understanding of data management and analytics

Even better if you have the following skills:

• Quality Assurance/UAT Experience
• Bilingual (English and Spanish)
• Experience in the social services sector
• Degree in Information Science/Data Analytics or Social Sciences
• Knowledge of data visualizations and SQL
• Familiarity with Customer Relationship Management (CRM) or Electronic Health Record (EHR) software such as, Salesforce or EPIC