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Customer Support Specialist

Vic.ai

Remote
  • Job Type: Full-Time
  • Function: Technical/Customer Support
  • Industry: Enterprise
  • Post Date: 05/11/2022
  • Website: vic.ai
  • Company Address: 228 Park Avenue S, New York, NY, 10003

About Vic.ai

Vic.ai is an AI pioneer building autonomy and intelligence to digitally transform accounting and finance to improve productivity, decision-making, and ROI.

Job Description

Customer Support Specialist 

 

About Vic.AI

Vic.ai is creating the “Intelligent Accounting” era, using artificial intelligence to automate accounting and provide advisory, business insight, and eventually business foresight.


We’re a Series B stage start-up, founded by three Norwegian entrepreneurs and backed by renowned Silicon Valley investors (including Costanoa Ventures, Cowboy Ventures, and GGV Capital). We’re US-based, but our team is global, from New Zealand to California. We’re bringing AI to Finance and Accounting because the industry is ripe for automation and big-data insight and the market is huge: $200B just in the US.


Our main office location is in New York. We have a well established remote-work culture, and over 50% of our team are working fully remote.




Role details

As a SaaS company, Vic.ai’s success depends upon the success of our customers. We are seeking a Customer Support Specialist (CSS) to join our team. Reporting to the Customer Enablement Lead you’ll join the enablement team on the ground floor as we grow a best-in-class support organization by offering expert technical support and best practice recommendations. 

 

You will be responsible for our self-help and interactive channels that our customers use to learn about our platform. The main focus of the role is to develop, evolve, and maintain our materials for a quickly-evolving platform while also maintaining impeccable customer support for inbound inquiries. With a rapidly growing user base, a robust self-help system with automation of support channels will be a key feature to make our support system scale.

 

Applications used on a daily basis include:

 

  • G-Suite
  • Intercom
  • Jira
  • FullStory
  • Slack

About you

You have an upbeat attitude, sense of optimism, joy for life, and to both challenge and improve yourself each day. The single most important characteristic is a desire to learn, eagerly absorbing new information and seeing how we can improve our processes.


You are energized by solving problems, providing outstanding support to customers, and believe great customer support can turn a challenge into an opportunity for Vic to stand out in a positive way.


You have an innate level of ‘Compassionate Curiosity’ and can put yourself in the customer’s shoes, show empathy, respectfully challenge, ask discovery questions to truly understand the customer’s challenges, suggest solutions and/or take that feedback to the Product and Design teams.


You geek out about the latest technology and saving our customer’s time and money while improving their processes and ROI. 


You have the ability to lead yourself and work with others, in order to create a collaborative and healthy work environment.



Key areas of responsibility

  • First point of contact for inbound support requests, guiding and nurturing our users on their Vic.ai journey and providing them with prompt, efficient resolutions to their inquiries. Contributing to an overall delightful support experience: Monday - Friday, 9am-6pm (EST) (schedule can be flexible based on time zone) via Intercom chat support
  • Be a Vic.ai product specialist, able to mentor other members of the company on functionality and customer workflows.
  • Own our Help Center, ensuring that content - Product Tours, Videos, and Articles - are clear, descriptive, and up-to-date. 
  • As part of continuous improvement take ownership of all inbound support channels to improve automation, response times, and user satisfaction.
  • Assist with new product testing, to ensure that your knowledge is as up-to-date as possible, as well as knowing how new functionality may resolve or improve existing client workflows.
  • Analyze user sessions via FullStory to pinpoint inefficiencies and provide best practices.
  • Work with the Product and Design teams as needed to provide feedback, testing, and customer viewpoints on new functionality.
  • Analyze support trends and provide insights to management and product
  • Provide comprehensive bug reporting and analysis to Incident Management, allowing them to pinpoint issues and resolve them swiftly.

Qualifications

  • Bachelor's Degree
  • 3+ years of experience in a customer support or customer-facing role within customer success/support, account management, or strategic consulting. 
  • Adept at learning new software - SaaS, accounting, and accounting software(ie, Sage Intacct, QuickBooks Online, Bill.com, etc..) experience are a plus.
  • Technically savvy, eager to learn, and a curiosity to know more about the customer’s processes and challenges.
  • Intercom or video editing experience is a plus.
  • Proven verbal communication skills - a people person who is well-spoken and a great listener.
  • Proven written communication skills - clear, concise, positive, and grammatically correct.
  • Comfortable working in a startup environment, with a willingness to participate beyond your core job responsibilities, voice your ideas, and drive change.
  • Comfortable working in a remote work environment. 

What we offer 

  • An exciting work environment operating at the forefront of AI technology development
  • Competitive salary
  • 401K, health/vision/wellness perks (including health insurance coverage option 100% free for the employee AND family and perks like ClassPass and CitiBike!)
  • Generous maternity and paternity leave
  • Virtual team building events & awesome swag 
  • People-focused culture, adding-value and fun to our meetings
  • Generous vacation time, family and travel-friendly environment
  • Work alongside an enthusiastic, collegial, and driven team in a highly meritocratic environment 
  • The opportunity to work remotely, including workstation setup
  • A team-focused culture. The team builds the product, the business builds the team.

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