Customer Support Specialist - Accounting
Vantaca + HOAi•Wilmington, NC
•Remote
About The Position
The Customer Support Specialist supports Vantaca’s commitment to excellent customer experience by responding to customer inquiries, helping users understand product features and configurations, and resolving issues. The role works collaboratively with team members to recommend solutions, guide product users, and escalate complex issues when needed. The specialist is expected to meet service-level standards, deliver timely and high-quality responses, and progressively ramp up to more than 45 solved tickets per week within eight weeks. The position also involves learning to identify trends in support requests and completing content-specific certification courses to become a Vantaca subject matter expert.
Requirements
- Bachelor’s degree or equivalent experience in software support, IT, accounting, finance, communications, or another related field.
- HOA accounting knowledge and experience as an accountant using Vantaca.
- Familiarity with Windows-based computer systems.
- Familiarity with iOS and Android platforms.
- Ability to work in a fast-paced environment.
- Ability to troubleshoot and solve problems.
- Understanding of how to provide a quality customer experience and support colleagues in managing client relationships.
- Openness to feedback and coaching from mentors.
- Professional, positive, and constructive communication skills.
- Innovative problem-solving ability.
- Well-established work ethic.
Responsibilities
- Handle incoming customer inquiries via phone, email, Zendesk, and other channels.
- Provide basic product information and assistance, including help with product configurations.
- Log customer interactions and resolutions in the system, and escalate complex issues to higher-tier support when necessary.
- Deliver excellent customer service while meeting company-wide service-level agreements for client response time.
- Use customer relations and support technologies to understand clients’ needs and perspectives.
- Collaborate with colleagues and managers to find effective solutions to client matters.
- Learn to identify and analyze trends in support requests to help resolve client needs and inform process and product improvements.
- Complete content-specific certification courses to become a Vantaca subject matter expert.
Benefits
- Medical, dental, and vision benefits effective on day one.
- Unlimited PTO, with a requirement to take at least one continuous week per year.
- 401(k) with company match.
- Remote-flexible work, with office attendance when needed.
- Parental leave benefits.
- Ongoing industry and professional development training.
