Customer Support Specialist

Employer: Vitech Corporation
Job Location: Blacksburg, Virginia
Category: Tech Support/Customer Service
Employment Type: Full Time
Last Updated: 5/7/2018
Closing Date: 8/31/2018
Vitech CorporationVitech Corporation
Vitech Corporation is focused on bringing model-based systems engineering methodology to address complex development and business problems. Using a an integrated solutions approach, Vitech offers extensive services, training and its systems engineering software suite, CORE, to help navigate through today’s systems environment.
Job Description Customer Support Specialist
“We are striving to make Vitech an extraordinary organization - both in internal environment and contributions to our industry. We view success - however one chooses to define it - not as an end unto itself, but as a natural result of the right people consistently doing the right things. We believe that we can achieve extraordinary business, personal, and professional success if we – as individuals and as a team – embrace the principle of “integration” that we advocate for our profession.”  - from the Vitech Covenant as authored by our team
Vitech Corporation, a leader in integrated systems engineering solutions, is seeking an experienced Customer Support Specialist to enhance our Customer Care team.  The successful candidate will assume a front-line role helping our customers successfully apply the CORE™ and GENESYS™ software suite to their projects. This includes maintaining thorough command of our software products and related services and training, collaborating with customers via email and phone, helping the customer resolve issues with guidance and support, and sharing status, concerns, and lessons learned with other team members.
Working at Vitech affords all team members the opportunity to contribute across the company – product definition, methodology, customer interaction, and beyond.  The successful Customer Support Specialist must be a self-starter with the ability to multi-task and communicate technical issues effectively to an enthusiastic, passionate team.
This position is located at our Blacksburg, Virginia office in the Virginia Tech Corporate Research Center.  With the exception of any travel for professional development or corporate-level events, no travel will be required.
Specific Responsibilities
  • Maintain a broad and technical knowledge of the software products and services offered
  • Greet customers in a courteous, friendly, and professional manner through agreed upon procedures
  • Listen attentively to customer needs and concerns; demonstrate empathy with a calming presence
  • Clarify customer requirements and confirm understanding of their issue
  • Minimize case escalation, striving for first contact resolution
  • Confirm customer understanding of the recommended solution for their particular issue and  provide additional clarification as needed
  • Prepare complete and accurate accounts of interaction and update customer records in a timely manner while demonstrating the ability to write with impeccable grammar and effective translation of technical information into customer-centric messages
  • Maintain and update FAQ documents and other Customer Care related web tools as needed
  • Communicate effectively with Vitech team members to ensure high quality and timely resolution of customer requests
  • Effectively transfer misdirected customer requests to appropriate team members
  • Contribute ideas to resolve problems that better serve the customer and/or improve productivity
  • Participate in activities designed to improve customer satisfaction and business performance
  • Resolve problems and offer solutions that may be unstructured and require reliance on conceptual thinking
  • Maintain and evaluate a variety of Customer Care metrics and recommend improvements to the Customer Care team
Position Qualifications
  • Strong communication (verbal and written) skills
  • Excellent organizational skills and attention to detail
  • Highly enthusiastic, positive minded, service-oriented individual
  • 2 years of software and/or customer support experience
  • Technical degree / certificate from an accredited college (preferred, but not required)
About Vitech Corporation
For more than 25 years, Vitech has delivered innovative, industry-leading solutions helping organizations around the globe to develop and deploy next-generation systems. Vitech’s CORE™ and GENESYS™ systems engineering software, services, training, and support enable organizations to significantly enhance productivity, increase agility, reduce risks, lower costs, and improve project results.
Built upon advanced, model-centric approaches, Vitech’s solutions deliver in-depth insight from requirements definition through architecture development to systems verification. Connecting engineers and architects through a fully integrated systems engineering platform provides project teams the framework necessary to combine engineering discipline with the agility required to meet stakeholder needs in today’s rapidly changing environment. Vitech’s integrated model-based solutions empower organizations to better manage requirements and architectures, explore designs, model concepts for quick analysis and tradeoff, and verify design integrity early in order to minimize development and lifecycle costs.
Vitech’s main office is located in Blacksburg, Virginia, with satellite offices across the United States. Global business partners are located in Europe, Australia, Israel, Korea and South Africa.  Additional information on Vitech is available at
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