Online Support Representative

Vistage Worldwide•San Diego, CA

1d•$24 - $29•Hybrid

About The Position

The Online Support Representative for Vistage Worldwide Inc. is part of the IT Operations Team and works closely with the Digital Product Management Team. This role is responsible for supporting multiple Vistage online platforms, including private membership portals, mobile apps, online events, and scheduling tools. The online Support Rep will provide internal and external support for staff and members of the Vistage community.

Requirements

Superior phone and written communication skills are a must.
Excellent customer service is required.
Confident supporting customers that can range from non-technical to expert, from across our global community.
Comfortable with supporting online platforms accessed from Mac and PC clients, mobile and tablet devices, using all common modern browsers and custom mobile apps.
Able to troubleshoot browser errors and warnings, connectivity and performance issues, secure login practices, integrations with common features such as customer calendars, and to collect precise technical and user experience information to help reproduce issues.
Must have a minimum of 3-5 years of online support experience in a customer service role, providing customer service or technical support for online platforms.
Must have demonstrated strong performance in prior roles, displaying distinctive problem-solving and analytical skills.
Must like being a digital detective and solving mysteries!
Resourceful and able to find a solution when not readily apparent; diplomatic and polished; patient; creative; self-confident; organized; strategic and analytical; detail-oriented; strong on problem-solving; effective communicator with good grammar and excellent listening skills; appropriate sense of urgency, able to generalize and handle ambiguity.
Candidate needs to be motivated to become an expert in our systems and online offerings.
Must be able to explain their operation in simplified terms to end users and support them.
Self-learner, customer-focused, resourceful, enthusiastic, thorough, and welcomes a challenge.
Possess exemplary attendance and punctuality.

Nice To Haves

Experience with AI tools is a plus.

Responsibilities

Provide outstanding user technical support and customer service for our online web presence and related services, including mobile apps.
Respond promptly to questions and issues via phone calls, e-mails, online chats, and questions posted on the member website.
Consult with others within and outside the department when necessary to research and provide answers to questions and issues.
Provide end-users support training when applicable to help increase user adoption of My Vistage and Chair App.
Must be able to work after hours, remotely as part of an on-call support rotation.
Run remote screen share sessions as needed to capture and document issues.
Become an expert with all supported systems and updates.
Occasionally create documentation such as Salesforce Knowledge Base Articles and FAQ documents.
Follow standard Online Support operating procedures; quickly and accurately log and close all support cases using a Salesforce case ticketing system.
Quickly identify and escalate issues for other teams, documenting support tickets then routing them, or by transferring calls and live chats.
Act as a backup resource for the internal helpdesk team when required, for example providing email configuration support and troubleshooting.