Customer Service Representative Level I

March Street Llc•Wesley Chapel, FL

16d

About The Position

VantagePoint AI was founded in 1979 by a trading pioneer and software inventor and is widely regarded within the financial technology industry for our innovations applying artificial intelligence to financial markets. Our software discovers hidden patterns and relationships between markets to generate remarkably accurate price forecasts. Recognized as the Best Predictive AI Software for Traders in the United States and voted Best Places to Work by Forbes Magazine as well as Top and Best Places to Work in Tampa Bay 16 times, this is an exciting time to join our growing company. To learn more, visit www.vantagepointsoftware.com. VantagePoint AI is seeking a Customer Service Representative to join our Customer Success team. In this role, your core focus will be serving TradersOnly Data subscribers, supporting them with their data subscriptions and proactively reaching out to customers approaching renewal. As you grow into the role, you will be cross trained to support VantagePoint software customers as well. The ideal candidate is a natural people person who communicates warmly and confidently, can put a frustrated customer at ease, and genuinely takes ownership of making sure every person who calls in leaves the conversation feeling helped and heard.

Requirements

A minimum of 2 years of customer service or technical support experience.
Solid computer skills and the ability to learn new software quickly and confidently.
Experience with multiple versions of the Windows operating system and general troubleshooting.
Strong verbal and written communication skills with a natural ability to carry a conversation, explain things clearly, and keep customers engaged.
A warm, patient, and empathetic communication style, particularly when working with customers who may be frustrated or need a little extra time and guidance.
The ability to de-escalate tense situations calmly, make customers feel heard, and follow through with a real solution.
Strong problem analysis and problem solving skills with attention to detail.
The ability to manage competing priorities across inbound and outbound responsibilities without losing composure or quality.
100% integrity, a positive winning attitude, and genuine team spirit.

Nice To Haves

Experience with Mac operating systems.
Familiarity with trading platforms or financial software.
Experience working in a queue based or call center environment.
Salesforce.com knowledge.

Responsibilities

Serve as the primary point of contact for TradersOnly Data subscribers, handling inbound calls and emails from customers who have questions about their data subscription.
Proactively reach out via phone and email to subscribers whose renewals are approaching, making sure they are aware their subscription is expiring so they don’t lose access.
Offer qualifying customers a special discount as part of the renewal process.
Document all customer interactions thoroughly using Salesforce, flag recurring issues or feedback, and collaborate with the broader team to continually improve the TradersOnly subscriber experience.
Reach out to new customers to walk them through installing and configuring VantagePoint software, conducting navigational tutorials that introduce them to the platform’s core features and tools, and following up to make sure they are comfortable and getting value from the software quickly.
Handle inbound support calls from existing VantagePoint software customers, troubleshooting technical and product issues, assisting with software installation and configuration, performing basic Windows troubleshooting, and providing guidance to help customers make the most of VantagePoint at every stage of their experience.

Benefits

We invest in our people.
You’ll receive ongoing training and coaching to set you up for success from day one.
Additional benefits include 100% paid health and dental insurance, complimentary meals, social events, business casual dress, and no nights or weekends.

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