Customer Support Rep
About Us
We are a leading ERP software and solutions provider to dealers and rental companies of heavy equipment. We specialize in working with the construction, mining, forestry, material handling, and agriculture industries. We aim to be the ERP thought leader in our space and a trusted IT advisor to all dealers and rental companies. Today, we have over 750 employees, offices on four continents, and customers in over 20 countries. We are privately held, and our headquarters are in beautiful Cary, NC. We are actively seeking talented individuals to join our team and help us aggressively grow our North American footprint for both our on-premises and 100% cloud-based ERP solutions. Why work for VitalEdge? We don’t just sell technology, we enable transformation that results in broader societal benefits like building homes and critical infrastructure, growing food and delivering all sorts of products we all rely on for daily life. We exist to ultimately equip the world to keep running. We have more than 60 years of combined experience and two industry-leading software suites and associated apps, with which we will drive the market forward. It’s an exciting time to work for VitalEdge – join us! Position Overview As a Customer Support Representative, you will be the first line of defense for customer inquiries, ensuring prompt and effective resolution of technical and operational issues. Your ability to diagnose problems, provide solutions, and enhance support processes will be critical in driving customer success. Additionally, you will work closely with the account management team to improve the overall customer experience and provide feedback to product and development teams for continuous improvement.
Responsibilities
This role focuses on managing and resolving Zendesk tickets, troubleshooting technical issues, collaborating with product and development teams, and coordinating with account managers to ensure customer satisfaction.
- Manage and prioritize support tickets received through the Zendesk portal
- Troubleshoot customer issues, identifying root causes and implementing resolutions
- Develop in-depth expertise in our suite of applications to assist customers effectively
- Collaborate with product and development teams to resolve complex technical issues
- Work closely with account managers to ensure customer concerns are addressed comprehensively
- Provide clear and professional communication with customers through multiple channels
- Lead customer discussions and training sessions on application usage and best practices
- Identify trends in customer support requests and provide insights for product improvements
- Maintain detailed documentation of customer interactions and resolutions
Required Skills & Education
- 1-2 years of experience providing customer support in SaaS environment
- Bachelor's degree
- Rental business experience in the heavy equipment industry
- Strong understanding of rental operations, ideally with experience at a rental counter
- Exceptional interpersonal and problem-solving skills
- Strong verbal and written communication abilities
- Ability to lead virtual meetings and training sessions
- Self-starter with excellent time management and multitasking skills
- Passion for technology and learning new software applications
- Ability to coordinate with remote development teams, including during non-traditional business hours
- Effective in a fast-paced, team-oriented environment
Preferred Experience
- Background in business administration, customer service, or information technology
- Familiarity with Zendesk and other customer support tools
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