Client Support Analyst III
@ VertexOne

Hybrid
$80,000
Hybrid
Full Time
Posted 22 days ago

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XXXXXXXX XXXXXXXXXXX XXXXXXX***** @vertexone.net
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Job Details

Overview

At VertexOne, our mission is to help utilities provide the best customer service experience through innovative SaaS platforms. With over 20 years of expertise, VertexOne is the leader in digital transformation for utilities in North America.

Role Description

The Client Support Analyst III is responsible for providing specialized customer assistance and ensuring high customer satisfaction by resolving both technical and non-technical inquiries. You will be diagnosing and troubleshooting issues, documenting interactions, and collaborating across teams to enhance support quality.

Essential Duties

  • Respond to customer inquiries via phone, email, and chat.
  • Diagnose and troubleshoot technical issues to provide solutions.
  • Document customer interactions and maintain support records in platforms such as Salesforce.
  • Collaborate with Product, Engineering, and Client Success teams to resolve complex issues.
  • Guide and train new and junior support staff.
  • Prepare detailed reports on support activities and resolutions.
  • Develop and maintain knowledge of VertexOne’s SaaS products.
  • Implement quality assurance strategies to boost service productivity.

Qualifications

3 to 5 years of experience in client support or technical support roles, preferably within a SaaS environment. At least 2 years of experience with support tools like Zendesk, Intercom, or Jira. Candidate should possess strong problem-solving skills, technical proficiency, and excellent communication abilities. Detail orientation, patience, and empathy are crucial.

Preferred Qualifications

Utility or Meter-to-Cash experience, CRM proficiency (e.g., Salesforce), and a basic understanding of API, browser, and integration technologies.

What VertexOne Has To Offer

  • Comprehensive medical, dental, vision, disability, and life insurance.
  • Health Savings Account (HSA) and Flexible Spending Accounts (FSAs).
  • 401K match and Flexible PTO.
  • Employee recognition platform with monetary rewards.
  • 100% Remote work environment with home stipend.
  • Leadership training and professional development resources.
  • Employee Assistance Program (EAP) and wellbeing programs.
  • Paid parental leave and bonus referral program.

Key skills/competency

  • Customer Support
  • Technical Troubleshooting
  • SaaS
  • Communication
  • Problem Solving
  • CRM
  • Documentation
  • Collaboration
  • Training
  • Reporting
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How to Get Hired at VertexOne

🎯 Tips for Getting Hired

  • Customize your resume: Highlight relevant technical support and SaaS experience.
  • Research VertexOne: Investigate their culture and recent achievements.
  • Emphasize problem-solving: Showcase customer-first mindset and technical skills.
  • Prepare for technical questions: Be ready for troubleshooting scenarios.
  • Show collaborative attitude: Describe teamwork in past roles.

📝 Interview Preparation Advice

Technical Preparation

Review common troubleshooting scenarios.
Familiarize with Zendesk and Jira.
Study SaaS platform functionalities.
Practice documenting technical issues.

Behavioral Questions

Describe a challenging support interaction.
Explain teamwork in problem resolution.
Discuss managing multiple priorities.
Share experience with learning new tools.

Frequently Asked Questions