Customer Success Support Representative

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About the Company

SimplifyVMS (www.simplifyvms.com) is the most innovative technology that provides a cloud-based Vendor Management System (VMS) to manage contingent workforce and services procurement programs. Customers leverage Simplify Workforce to gain visibility into their external/non-employee workforce, including contingent labour, Statement of Work (SOW) and independent contractors, all while optimizing client spend, candidate quality, compliance procedures and talent supply efficiency.

About the Role

As a Customer Success Support Representative, you will be working in a fast-paced environment with all of our customers across the organization, understanding and resolving their inquiries in collaboration with the customer success team and/or dev team. You will serve as the primary point of contact for technical support and assistance related to the VMS platform, addressing, and resolving user inquiries and concerns in a timely manner. If you love solving easy to complex technical and non-technical problems and helping others to understand how to use technology this is the role for you!

Responsibilities

• Responding to non-technical and technical issues from our customers via email during our support hours.
• Proactively communicating with customers on the status of their requests and keeping them informed as we resolve their issues.
• Provide customer training/education on functionality or business process questions, where necessary through tickets.
• Coordinate with various stakeholders, including clients, suppliers, and internal teams, to understand their requirements and troubleshoot any issues related to the VMS platform.

Technical Ability, Proficiency & Collaboration:

• Understanding the customers’ queries and responding with solutions by validating in the current environment while testing in the lower environment and submitting the case forward to dev/product teams for service requests/bug fix.
• Read and understand internal technical documentation, manuals, and training materials to ensure accurate information is used while solving the tickets and sent during communication.
• Ability to learn various customer platform configurations and business processes to provide customer support.
• Coordinate with various stakeholders, including clients, suppliers, and internal teams, to understand their requirements and troubleshoot any issues related to the VMS platform.
• Work in partnership with the Customer Success Manager resolving customer non-technical and technical issues or platform functionality questions/issues and change or enhancement requests.
• Participate/Collaborate in global team calls and document learnings.

Accountability:

• Working alongside the dev team for Level 2-4 cases - including bugs, feature requests, change and enhancement requests and cases involving more technical support; monitoring the cases regularly for quick closures

Qualifications

• Bachelor’s degree in computer science, Information Technology, or related field.
• 4+ years’ experience working with Vendor Management Systems or other related platforms-Beeline/Fieldglass/VNDLY/SimplifyVMS/IQN or Staffing/VMS/MSP knowledge and/or hands-on experience is needed.
• Experience working with any ticketing system is needed.

Required Skills

• Technically savvy with new and innovative technology with superior time management & organizational skills.
• Excellent communication (verbal and written) skills with ability to build solid internal/external relationships.
• Ability to multitask, prioritize workloads, and meet deadlines in a fast-paced environment.
• Proactive and self-motivated with the ability to work independently as well as part of a team.