Customer Support Rep

VitalEdge Technologies

Customer Support Representative resolving customer inquiries and technical issues for an ERP software company, ensuring customer satisfaction and continuous improvement.

Posted 4/21/2026full-timeCary • North Carolina • 🇺🇸 United StatesJuniorMid-LevelWebsite

About the role

Key responsibilities & impact

Manage and prioritize support tickets received through the Zendesk portal
Troubleshoot customer issues, identifying root causes and implementing resolutions
Develop in-depth expertise in our suite of applications to assist customers effectively
Collaborate with product and development teams to resolve complex technical issues
Work closely with account managers to ensure customer concerns are addressed comprehensively
Provide clear and professional communication with customers through multiple channels
Lead customer discussions and training sessions on application usage and best practices
Identify trends in customer support requests and provide insights for product improvements
Maintain detailed documentation of customer interactions and resolutions

Requirements

What you’ll need

1-2 years of experience providing customer support in SaaS environment
Bachelor's degree
Rental business experience in the heavy equipment industry
Strong understanding of rental operations, ideally with experience at a rental counter
Exceptional interpersonal and problem-solving skills
Strong verbal and written communication abilities
Ability to lead virtual meetings and training sessions
Self-starter with excellent time management and multitasking skills
Passion for technology and learning new software applications
Ability to coordinate with remote development teams, including during non-traditional business hours
Effective in a fast-paced, team-oriented environment
Background in business administration, customer service, or information technology
Familiarity with Zendesk and other customer support tools

Benefits

Comp & perks

Health insurance
Retirement plans
Paid time off
Professional development

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

customer supportSaaStroubleshootingdocumentationrental operationsproblem-solvingtime managementmultitaskingapplication usageproduct improvements

Soft Skills

interpersonal skillsverbal communicationwritten communicationleadershipself-starterpassion for technologyteam-orientedcollaborationtraininginsight generation

Certifications

Bachelor's degree