Customer Support Specialist

Employer: Vitech Corporation
Job Location: Blacksburg, Virginia
Category: Tech Support/Customer Service
Employment Type: Full Time
Last Updated: 4/11/2019
Closing Date: 10/31/2019
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
  • 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
  • 2 years of software and/or customer support experience
  • Technical degree / certificate from an accredited college (preferred, but not required)
  • Superior communication skills (both verbal and written)
  • Strong interpersonal and teamwork skills, with a desire to work in a collaborative environment
  • Excellent organizational skills and attention to detail
  • Highly enthusiastic, positive minded, service-oriented individual
About Vitech Corporation
For almost three decades, Vitech has helped organizations raise their systems engineering proficiency through a tailored combination of training, services, and software. By engaging with Vitech, organizations around the globe increase their productivity, enhance agility, and reduce project risk.
Unlike siloed approaches and products that mask critical context and system interactions, Vitech’s approach and its GENESYS and CORE software embrace the holistic aspects of systems engineering. These solutions enable teams to clearly capture and address systems concerns from problem identification through requirements, architecture, and test in an integrated model, managing the critical interrelationships to guarantee consistency and design integrity. The result is a team empowered to engineer with confidence, free to focus on creativity, innovation, and analysis to effectively deliver against stakeholder needs.
Apply To:
Human Resources
Vitech Corporation
2270 Kraft Drive
Suite 1600
Blacksburg, VA 24060
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