Job Summary:

VPO Support Engineers are responsible for providing the highest level of support for all VPO customers, users, and colleagues. A successful Support Engineer will oversee and maintain client VPO deployments - resolving technical issues concerning customer and user accounts, or VPO infrastructure – and diagnose and troubleshoot common problems. 

 

Responsibilities:

  • Show high standards of teamwork and professionalism actively working with other members of the Support Team. 
  • Write end-user articles and/or record videos to be published to the VPO support portal (or assist others with this work). 
  • Assist management in creating training materials pertaining to VPO troubleshooting and usage. 
  • Complete special projects, as directed and as necessary.
  • Attend meetings with customers to analyze, troubleshoot and diagnose system problems. 
  • Respond to customer inquiries and support tickets to troubleshoot and resolve challenges. 
  • Act as the initial point of contact for all VPO-related concerns from customers or other users. 
  • Monitor VPO support portal tickets and Support email account. 
  • Assign Support tickets and/or Support emails to other members of the Support Team (or other VPO teams), and follow up to make sure issues are resolved.

As an ideal candidate you are:

  • An individual with superior customer service skills. 
  • Someone who follows up and follows through.
  • Good at taking notes and recording details – documenting customer meetings and interactions thoroughly; tracking activities.
  • Self-disciplined, motivated, and able to manage and prioritize several projects and multiple customers at a time. 
  • An outstanding communicator – demonstrating professional written and interpersonal skills when interacting with customers and users.
  • Able to work in a fast-paced environment with the ability to juggle multiple competing tasks and demands.
  • Inquisitive and open to researching and trying new things.
  • Comfortable working in and assisting others through company help desk software, such as Freshdesk, in addition to other remote-access desktop programs.
  • Someone with extensive experience working with different operating systems including Windows and experience with Microsoft 365 apps including SharePoint, Teams, and OneDrive.
  • Someone with superior time-management skills, and the ability to establish attainable deadlines.
  • Someone who can accept constructive criticism and customer feedback.
  • Someone who enjoys learning new technologies and finding alternative solutions to problems.

Qualifications:

  • Associate's degree or equivalent from two-year college or technical school; or 2-3 years of related experience and/or training; or equivalent combination of education and experience
  • 3-5 years of proven experience in a heavy customer-focused position involving technical knowledge of a company's products and services
  • Additional technical certifications are a plus. 

Additional experience and skills that are a plus:

  • Ability to read, analyze, and interpret general business instructions and technical procedures
  • Ability to write reports, business correspondence, and procedure manuals
  • Ability to effectively present information and respond to questions from groups of managers, customers, and the public
  • High level of interpersonal skills to handle sensitive and confidential situations
  • All team members work in a virtual environment and are required to maintain a clean and professional environment, and routinely participate in video calls with colleagues as well as customers. Must always be “camera-ready.” 

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