Product Support Specialist

For a global team of customer-obsessed support professionals, we are looking for an enthusiast and tech-savvy champion who will join our efforts of amazing our customer base. We’re aiming higher and higher and are looking for the right professional to join us.

vcita is a compact, quick-smart app that keeps you fully connected to your business, whenever and wherever you are working from. With vcita, you can track and perform all your daily tasks, from the "first hello"​ to the last invoice: Charge and collect payments, invite clients to book you online, create branded invoices and quotes, send SMS appointment reminders -  all in a few simple clicks, from one single app. 

vcita includes an online CRM to manage all client communications together with online scheduling, online payments, email & SMS campaigns, lead-generating website widgets, and everything a small business needs to drive more business and provide great client service.

Our teams are based out of Tel-Aviv, Israel & Bellevue, Washington, and due to our growth, we are now arriving in Florida. 

About the Team

Our Team of Product Support Specialists is small but mighty. For the customer, we are the face of vcita. For the company, we are the advocates for the customer. We’re often the first to know what’s working and what isn’t. We use that knowledge to help guide the growth and evolution of all the vcita services.

• Answer client ZenDesk tickets, online chats, Zoom Meetings, and phone calls while achieving performance metrics including but not limited to CSAT, TTFR, and NPS;
• Help small businesses build a business they are proud of by answering their technical, billing, and subscription related questions and guiding them to proper usage of the platform on various channels;
• Learn the ins and outs of vcita and the services that are offered and become the ultimate product expert;
• Troubleshoot and guide customers, your team, and other vcita teams to fully utilize all the services we offer;
• Test product features and submits JIRA tickets to the R&D team for further development of new features, bugs, and enhancements;
• Learn vcita’s clients and their expectations to drive constant improvement in our product and in the support team’s results;
• Help optimize our internal and external knowledge bases and client help center.

• Experience in client-facing roles, customer support and/or sales operations.
• Ability to travel to Bellevue, WA, a few times per month. 
• Extra Credit: Business level written and verbal Spanish is a plus. Experience learning and administrating new software in a SaaS environment and more specifically using Zendesk, JIRA, AirCall, HubSpot, Confluence, QuickBooks, MixPanel, FullStory, Pendo, Google Analytics, Looker, and basic HTML skills.

Who you are:

• Driven: You take the initiative, always looking at what you can do, what you can learn, and which projects can be taken on.
• Customer Obsessed: You’re the person who advocates for the customer. You make sure bugs don’t fall between the cracks, and always follow back up when promised. You go the extra mile to make the clients get the best solution for them.
• Tech Savvy: Are you the go-to tech person on your team? curious about all things technical and how they operate? We want you!
• Great Communicator: Whether you’re writing an article, talking with developers, or handling a ticket from a user with limited computer knowledge, you handle it all gracefully and professionally. It’s important to have excellent written and oral communication skills to succeed in this role.
• Detail-oriented: You pay attention to the little details, that can be the answer to a mystery, and follow through with work processes to completion. 
• Coachable: You know there’s always room for improvement. You seek out constructive criticism and opportunities to grow.

• Comprehensive health benefits package - 100% of premiums paid for health, dental, vision, life, and disability.  
• 50% of Dependents’ premiums. 
• 401k with employer match
• Stock options
• Flexible Spending Accounts
• Observed holidays, generous PTO
• Generous Parental Leave plan
• Frequent team events and perks with a culture of collaboration, fun, and mutual support.

Disclaimer: vcita is an equal opportunity employer. All qualified applicants will be considered for employment without regard to race, color, religion, faith, gender, gender identity or expression, sex, sexual orientation or stereotyping, national origin, genetics, age, ancestry, ethnicity, medical condition, pregnancy, marital status, partnership status, family or parental status, physical or mental disability military or veteran status, citizenship status, or any other status protected by applicable law.