Account Manager/Customer Support

Under general supervision, the ideal candidate will provide account management support and business consultation services to Vagabond members including problem-solving, project management for equipment deployments and software integrations, answering incoming support calls and emails, etc. as well as internal communication regarding members. The ideal candidate has a high degree of professionalism and is able to manage multiple tasks with tight deadlines with patience and diplomacy. The ideal candidate is comfortable speaking to customers/members and has an excellent command of the English language.

POSITION RESPONSIBILITIES

-Maintain proactive engagement with customers/members, addressing all incoming support communications (email, text, calls, etc.) in a timely and comprehensive manner.

-Escalate appropriate issues to Tier 2 and follow-up until the issue is resolved, keeping in regular communication with affected members.

-Serve as project coordinators for any equipment deployment and software integration projects conducted at members’ businesses.

-Participate in regular meetings with the VP of Operations and continually communicate project and member status with appropriate department personnel.

-Assist with any other company projects including software testing, feature development, billing issues, etc.

-Provide additional support and/or perform additional tasks as needed and assigned.

-Some travel may be required (up to 25%).

BASIC QUALIFICATIONS

In order to be considered for this position, the following BASIC qualifications must be evident on your resume.

EDUCATION REQUIRED

• Associate’s Degree

YEARS OF EXPERIENCE

• 2+ years of customer support experience

SPECIALIZED KNOWLEDGE REQUIRED

• Strong verbal and written communication skills
• Experience with Microsoft Office applications, Google Mail and other applications, and audio/video conferencing
• Demonstrated planning, organizational, problem solving, and judgment skills
• Experience with project coordination
• Ability to work independently and as a team member
• Flexibility and adaptability
• Ability to work well under pressure in a fast-paced dynamic environment

PREFERRED QUALIFICATIONS

• Bachelor’s Degree
• Experience providing customer service support to tech customers
• Previous Account Management experience

Job Type: Full-time

Salary: $40,000.00 to $50,000.00 /year

Required education:

• Associate

Required experience:

• Customer Service: 2 years

Required language:

• English