Software Support Specialist

Bring your problem-solving skills and customer-focused mindset to our Support Specialist role! In this position, you’ll provide technical support, build strong relationships, and help our customers across the globe get the most out of our software solutions. If you enjoy helping others succeed and want to be part of a global impact team, we’d love to hear from you.

This is a Customer Support and Success role that is designed to provide high quality support while ensuring customer success by providing solutions and articulating value of all VAS proprietary software systems. They will utilize tools to remotely assist customers and provide support by communication and building relationships via telephone, internet, email, and periodic face-to-face meetings with our customers.  

This position is a remote role within the U.S., with preference for candidates in the Central, Mountain, and/or Pacific time zones. 

Responsibilities

• Answer incoming phone calls and provide support when customers call in with technical problems and/or concerns with regards to software and hardware systems.
• Execute Customer Success related functions including onboarding, driving product and new feature adoption, foster customer relationships, and proactive engagement. 
• Communicate via phone, email, and/or other approved methods of communication with customers, employees, and/or vendors to resolve customer support requests and for all general business purposes.
• Document all customer support calls/communication and apply accurate support time in CRM or other assigned methods of documentation.
• Train and educate customers as needed in the use of proprietary software and hardware systems.
• Will be responsible for keeping up with all software program changes/updates to ensure that the most current knowledgebase is utilized.
• Perform research to find solutions.
• Facilitate calls with customers for follow up.
• Will be on-call according to schedule.
• Periodically test existing and new software versions of programs to ensure programs are working to maximum utilization.
• Provide complete and timely feedback for all work to customers.
• Provide friendly, cooperate, and courteous service to all customers.

Requirements

• Four-year Bachelor’s degree with emphasis in Dairy Science/Animal Science preferred.
• 1 to 2 years’ experience in a similar role or equivalent combination education and experience preferred.
• Experience within the dairy industry required. 
• Intermediate skills with the Microsoft products.
• Experience with Salesforce or CRM product preferred.
• Excellent oral and written communication skills.
• Multi-tasking skills and capable of meeting deadlines.