At VertexOne, helping utilities provide the best customer service experience is what we do. VertexOne is the recognized leader in SaaS platforms for utilities across North America. Through a wide range of innovative services and solutions, VertexOne helps utilities deliver a compelling customer experience; reducing the cost to serve customers, increasing operational efficiency, improving customer satisfaction, and driving utility operations forward. It’s been in the DNA of our people since we started supporting utilities’ customer experience needs over 20 years ago. And that commitment continues to this day.
Our team members are our greatest assets, so we pride ourselves on being ‘Employee First’. As such, we listen to what our employees have to say and find ways to incorporate their ideas into the company. Whether it’s new technology, career development opportunities, or fun events, we find new ways to keep our employees engaged and incentivized to grow within the company. Our employees’ well-being—both physical and mental—is a top priority at VertexOne. That’s why we foster a 100% remote and flexible environment and encourage work-life balance.
VertexOne is proudly Certified as a Great Place to Work®. Great Place to Work® is the global authority on workplace culture, employee experience, and leadership behaviors proven to deliver market-leading revenue, employee retention and increased innovation. VertexOne is dedicated to prioritizing the employee experience and creating an exceptional company culture.

REQUIRED SKILLS/JOB QUALIFICATIONS:

• 2 to 4 years of experience in a client support, help desk, or technical support role (SaaS experience preferred).
• Customer Service Knowledge: Strong knowledge of customer service processes and principles.
• Strong problem-solving skills and a customer-first mindset.
• Communication Skills: Strong verbal and written communication skills.
• Multitasking Ability: Ability to multitask and manage multiple customer interactions.
• Technical Proficiency: Proficiency with customer service software and CRM systems.
• Excellent written and verbal communication skills.
• Problem-Solving and Decision-Making Abilities: Excellent problem-solving and decision-making abilities.
• Ability to Work Under Pressure: Ability to work under pressure and manage multiple priorities.
• Detail-Oriented: Detail-oriented and results-driven.
• Patience and Empathy: Patience and empathy when handling tough cases.

PREFERRED QUALIFICATIONS:

• Utility experience preferred
• Familiarity with support tools (e.g., Zendesk, Intercom, Jira) and CRM systems (e.g., Salesforce).
• Basic understanding of SaaS platforms and web technologies (digital portals, browsers, integrations) is a plus.

OVERVIEW OF ROLE/JOB PURPOSE:

TEMPORARY to possible permanent
The Client Support Analyst II is responsible for providing specialized assistance and maintaining customer satisfaction by resolving technical and non-technical customer service inquiries and problems. This role involves diagnosing and troubleshooting issues, documenting customer interactions, and developing solutions to enhance customer satisfaction ensuring a smooth, responsive support experience..

ESSENTIAL JOB DUTIES:

Customer Interaction: Respond to customer inquiries via phone, email, and chat in a timely and professional manner.

• Issue Resolution: Diagnose and troubleshoot technical issues, providing effective solutions and guidance.
• Documentation: Document customer interactions and monitor customer service trends.
• Accurately log support cases, resolutions, and client feedback in our support platform (e.g., Client Success, Salesforce).
• Contribute to internal and external knowledge bases by documenting common issues and solutions.
• Collaboration: Work with cross-functional teams to improve customer support processes, including Product, Engineering, and Client Success teams, to resolve complex issues and ensure client satisfaction.
• Identify recurring issues and suggest improvements to reduce support volume and enhance the user experience.
• Training: Provide training and guidance to new and junior support staff.
• Guide clients through product features, best practices, and troubleshooting steps.
• Support onboarding and training efforts by providing helpful resources and walkthroughs.
• Reporting: Prepare detailed reports on activities, issues, and resolutions to be shared with the team and management.
• Product Knowledge: Develop and maintain knowledge of the company’s product or service offerings.
• Quality Assurance: Identify and implement strategies to improve the quality of service, productivity, and profitability.