Senior Customer Support Analyst

Senior Customer Support Analyst

Position Information

Position:  Senior Customer Support Analyst

Education:  Bachelor’s degree or equivalent work experience

Experience:  7+ years in customer service / technical support, including 3+ years B2B software support

Location:  USA, Flexible

Status:  Full-time

Job Description

Vitech, a global leader and provider of solutions for designing complex cyber-physical and smart systems, is seeking an experienced Senior Customer Support Analyst to help advance our customer support department. This is a mission-critical role, enabling business customers and channel partners from across the globe to successfully leverage our systems engineering solutions. We need a customer care champion, who will develop a thorough command of our software products and related resources, contribute to our support processes and resource library, nurture customer interactions to deliver first-class service, and coordinate efforts to efficiently resolve issues and enhance the Vitech Experience.

Working at Vitech affords all team members the opportunity to contribute across the company – product definition, methodology, marketing, customer experience, and beyond. Proactive collaboration with software engineers and other product experts at our headquarters in Blacksburg, Virginia, is critical to success in this role.

Specific Responsibilities

To thrive at Vitech, a Senior Customer Support Analyst must:

  • Be a self-starter with the ability and drive to learn and operate independently
  • Work collaboratively as part of an integrated team
  • Develop and maintain a broad and technical knowledge of our evolving products and services
  • Assist customers and partners with installation, licensing, and troubleshooting of issues with our GENESYS and CORE software products
  • Handle multiple customer requests simultaneously
  • Strive to meet or exceed service level agreements
  • Communicate with customers in a friendly and professional manner, demonstrating active listening skills and empathy
  • Properly triage requests and issues
  • Prepare accurate and timely documentation of interactions to maintain customer records
  • Develop and maintain our FAQ, knowledge base, and other customer-facing resources

Position Qualifications

The successful Senior Customer Support Analyst candidate will have:

  • A Bachelor’s degree in business, engineering, or science preferred but not required
  • Seven years or more experience in customer service and/or technical support, including at least three years supporting business-to-business (B2B) software
  • Demonstrate critical thinking and problem solving/troubleshooting skills
  • Knowledge of and experience supporting software on the Microsoft Windows platform
  • Familiarity with Microsoft SQL a plus
  • Experience using customer relationship management and service ticketing systems
  • Excellent Microsoft Office skills
  • S. citizenship, or other lawful classification as a “U.S. person” under the International Traffic in Arms Regulations (ITAR)

Personal Skills

  • A passion for building first-class customer service systems and resources
  • Must have a positive can-do attitude
  • Superior communication skills (both verbal and written)
  • Strong interpersonal and teamwork skills, with a desire to work in a collaborative environment
  • Excellent organizational skills, with the ability to prioritize and a strong attention to detail
  • Ability and desire to contribute to an evolving technical knowledge base and process framework

Apply To

Human Resources
2270 Kraft Drive
Suite 1600
Blacksburg, VA 24060