VertexOne · 18 hours ago
Client Support Analyst, II (Temporary)
United States
Full-time
Remote
Entry, Mid Level
2+ years expVertexOne is the recognized leader in SaaS platforms for utilities across North America, dedicated to enhancing customer service experiences. The Client Support Analyst II is responsible for resolving technical and non-technical customer service inquiries, ensuring customer satisfaction through effective issue resolution and collaboration with cross-functional teams.
GovTechInformation ServicesInformation TechnologySaaSSoftware
Responsibilities
Respond to customer inquiries via phone, email, and chat in a timely and professional manner
Diagnose and troubleshoot technical issues, providing effective solutions and guidance
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
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
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
Prepare detailed reports on activities, issues, and resolutions to be shared with the team and management
Develop and maintain knowledge of the company’s product or service offerings
Identify and implement strategies to improve the quality of service, productivity, and profitability
Qualification
Required
2 to 4 years of experience in a client support, help desk, or technical support role (SaaS experience preferred)
Strong knowledge of customer service processes and principles
Strong problem-solving skills and a customer-first mindset
Strong verbal and written communication skills
Ability to multitask and manage multiple customer interactions
Proficiency with customer service software and CRM systems
Excellent written and verbal communication skills
Excellent problem-solving and decision-making abilities
Ability to work under pressure and manage multiple priorities
Detail-oriented and results-driven
Patience and empathy when handling tough cases
Preferred
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
Benefits
Comprehensive medical, dental, vision, disability, life insurance
Health Savings Account (HSA), Flexible Spending Account (FSAs)
401K match
Flexible PTO
Employee recognition platform with monetary rewards
100% Remote work environment
Initial work from home stipend
Leadership/Coaching training programs
Free access to Bizlibrary for unlimited professional development
Employee Assistance Program (EAP) with counseling sessions available 24/7
Health and wellbeing programs
Paid parental leave
Employee bonus referral program
Employee Discount Program
Company
VertexOne
Integrated SaaS Solution for Utilities, including cloud Customer Information Systems (CIS) , Customer Engagement, Payments & Analytics
201-500 employees
Funding
Current Stage
Growth StageTotal Funding
$257.76MKey Investors
Runway Growth Capital
2025-01-09Debt Financing· $131M
2022-02-08Debt Financing· $75M
2019-07-23Series Unknown· $51.76M
Leadership Team
Andrew Jornod
Chief Executive Officer
Tina Santizo
Chief Operating Officer
Recent News
Company data provided by crunchbase