Customer Support

• Act as first-level contact to customers utilizing communication tools such as phone, email, and chat
• Provide outstanding care by responding quickly to all customer requests, both internal and external, in a professional and timely manner
• Initiate and complete a variety of day-to-day tasks in support of Customer Services’ efforts to effectively serve customers
• Adeptly utilize internal Customer Relationship Management (CRM) and ticketing tool systems to manage customer support requests
• Develop a strong knowledge of Vector Solutions web-based products and be able to align these solutions to meet the specific needs of each customer
• Assist with administrative tasks and other special projects as needed
• Work with the accrediting bodies of several states on behalf of the customers
• Create customer-facing support articles for our knowledge repository
• Perform remote troubleshooting through diagnostic techniques and pertinent questions
• Direct unresolved issues or feedback to the next level of support personnel
• Meet defined KPI (key performance indicator) goals
• Additional duties as assigned.

Customer Care Representative

Bilingual Customer Care Specialist, English and Spanish

VP Customer Experience

Customer Experience Analyst

Director, Customer Experience

Customer Support – Book Publisher