Customer Support Specialist

Vantaca’s vision is big. We are the leading community management performance software that enables owners and operators, community management teams, and boards and associations to improve business performance. More than just accounting and management software, it is business operating software that helps increase revenue, efficiency, flexibility, and control. A modern cloud architecture with a single-platform design that adapts to 100% of business processes, has proactive reporting, and can integrate with the software and banking partners of choice. Vantaca is focused exclusively on community management and is the trusted and proven technology leader in the community association management industry.

We are a winning team that believes in working together to make big ideas happen. We are a collaborative and visionary group that holds ourselves accountable for our results. Our ability to be nurturing and agile allows us to adapt to change and support each other through any challenges that come our way. We are customer-centric, meaning that we put our customers' needs and preferences at the heart of our work. We are authentic game changers that are building something cool and people like it here.

Overview

Location: 100% Remote: Expected to work: 8am to 5pm PST

As a Customer Support Specialist, T2, you will be part of a rapidly growing skilled team of individuals focused on continuously learning, improving processes, and solving problems. You will troubleshoot, diagnose, and triage the issues escalated to the Tier 2 Support Team while providing an excellent customer experience. This Customer Support position is responsible for advanced troubleshooting with clients to identifying the root cause of problems, providing a mitigating solution where appropriate, and triaging and escalating issues as necessary. You will be strive to provide an excellent customer experience by owning the communication with the client when solving tickets that were handed over to the Tier 2 team.

Key Responsibilities

• Provide Customer Support Specialists mentorship through collaboration on advanced support issues.
• Take ownership of the issues handed over from Tier 1 Support.
• Own communication with clients and other parties to resolve advanced issues.
• Identifying the severity and scale of issues handed over to Tier 2.
• Identify issues that need to be escalated to the Application Support Manager
• Collaborate with the Product, Design, and Engineering Team (PDE) to resolve issues handed over to Tier 2.
• Troubleshoot stored procedures within Microsoft’s SQL Server Management Studio (SSMS) and resolve or escalate issues as appropriate.
• Run SQL queries to provide clients with exported datasets via Excel.
• Work with fellow T2 team members to diagnose and document code defects.
• Create, contribute to, or validate documentation on known bugs and processes to promote the efficient resolution of issues and broaden collective understanding.

Qualifications & Experience

• Phenomenal communication skills, your communication with everyone is professional, positive, and constructive.
• Excellent communication skills and the ability to convey technical topics to a non-technical audience
• Customer support experience
• Excellent time management skills and the ability to work independently
• Familiarity with C#, .NET, and SQL server
• Aptitude in navigating and troubleshooting in VS and SSMS
• Strong critical thinking and troubleshooting skills
• Innovative problem-solver
• Well-established work ethic
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Why You Should Join Our Team

• Named an Inc 5000 list of America’s Fastest Growing Private Companies (2021 and 2022).
• Named an Inc 5000 Vet 100 Private company multiple years in a row.
• 2021 Winner of Coastal Entrepreneur Award.
• Our eNPS is +53! (great).
• Benefits: Medical, Dental, and Vision kick in day one.
• 401K with Company Match.
• Remote Flexible - come to the office when needed.
• Unlimited PTO (Required to take minimum time per year).