Purpose

The Customer Support Specialist is responsible for providing exceptional support for our customers. The position will focus on great customer service and owning all customer initiated interactions until successfully resolved. When this role is successful our customers will feel confident that their issue is being treated with the appropriate level of urgency and will be updated about their issue resolution status along the way.

Responsibilities

• Owning interactions with our customers from initiation to completion.
• Using our tools and workflow to log, triage all customer interactions received.
• Attempting to diagnose and resolve any problems, incidents, or complaints yourself and where appropriate work with the customer to elicit details of the problem.
• Escalate issues to Tier 2 or the appropriate support team as needed, as well as setting customer expectations and actively managing the ticket.
• Providing all customer communications as the single point of contact. Providing details and reasoning for the action taken to date, including keeping the relevant tickets up to date.
• Supporting a knowledge base that can be used as a self-help tool by you and customers, actively growing this knowledge base as lessons are learnt.
• Being the customer advocate within the business and ensure their problems get closed within their SLA.
• Working directly with our customers, our Customer Success Team and Software Engineering Team to resolve customer-impacting issues.
• Data and knowledge is critical to our business in order keep us ahead of the pack, ensuring that we keep our knowledge base and ticketing system up to date on a continuous basis.

Competencies

Customer Focus:

Is dedicated to meeting the expectations and requirements of internal and external customers; gets first-hand customer information and uses it for improvements in products and services; acts with customers in mind; establishes and maintains effective relationships with customers and gains their trust and respect.

Peer Relationships:

Can quickly find common ground and solve problems for the good of all; can represent his/her own interests and yet be fair to other groups; can solve problems with peers with a minimum of noise; is seen as a team player and is cooperative; easily gains trust and support of peers; encourages collaboration; can be candid with peers.

Problem Solving:

Uses rigorous logic and methods to solve difficult problems with effective solutions; probes all fruitful sources for answers; can see hidden problems; is excellent at honest analysis; looks beyond the obvious and doesn't stop at the first answers.

Informing:

Provides the information people need to know to do their jobs and to feel good about being a member of the team, unit, and/or the organization; provides individuals information so that they can make accurate decisions; is timely with information.

Experience & Qualifications

• Previous experience in a customer service role.
• Excellent phone and email communication skills, enthusiasm, and a strong desire to succeed.
• IT networking experience and ability to work with customer IT departments to resolve detailed networking issues. Explaining, in technical detail, terms like SSL, HTIP, VPN, DNS, DHCP, subnets, Firewalls, switches, TCP/IP won't cause you to hesitate or stumble.
• Experience with Windows Server and Linux Servers, Windows desktops and tablets desirable.
• Experience setting up and supporting web applications.
• Working understanding of remote connectivity software such as Securelink, RDP, Citrix, and Cisco VPN.
• Experience contributing to knowledge base systems.
• Experience of working with ticketing systems, ideally with automated workflows and integration with other 3rd party systems.
• Experience with configuring virtual machines desirable.
• Experience with administering Microsoft Windows desirable.
• Strong analytical and problem-solving skills.
• Proof of COVID 19 vaccination required, except in limited circumstances where a legally recognized medical or religious exemption may be able to be accommodated. 
• Availability to work regularly scheduled on-call shifts (evenings/weekends).

Volpara Health is an Equal Employment Opportunity employer. We will endeavor to fill vacancies with the candidate who is the best fit for the role, without regard to gender, marital or family status, religious or ethical belief, race, ethnic or national origin, disability, age, political opinion, employment status, sexual orientation or any other status protected by law.