International Customer Support Specialist

International Customer Support Specialist
Chennai, India

About the Job:

The mission of a Support Specialist I is to deliver outstanding omnichannel customer service and technical support with speed, accuracy, and delight. You demonstrate excellent communication (both written and verbal), expert problem-solving abilities, strong active listening, and an obsession with the customer experience.  As trusted experts of Vendasta’s platform, you are responsible for assisting customers and internal teams with inbound requests across multiple channels. You can help with a variety of requests, including but not limited to on-demand training, sharing best practices, resolving billing inquiries, updating documentation, and troubleshooting technical issues with Vendasta’s platform and Foundational Apps.

Your Impact:

• Customer Support & Issue Resolution:
  Serve as the first point of contact for customer inquiries, providing timely and accurate responses across phone, email, chat, and video calls.
  Detects software bugs and escalates issues as needed, ensuring quick resolutions for customers.
  Conduct screen shares to assist with demonstrations, issue captures, or troubleshooting of Vendasta’s platform.
  Maintain high customer satisfaction (CSAT) by resolving issues with empathy, professionalism, and expert knowledge.
• Knowledge Management & Process Improvement:
  Update and verify knowledge resources, ensuring documentation is accurate and reflects the latest product updates.
  Participate in Sprint reviews to stay informed on platform changes and contribute to ongoing service enhancements.
  Collaborate with senior team members to identify recurring issues and suggest process improvements to enhance customer experience.
  Ensure proper ticket triage, routing inquiries to the appropriate teams when necessary.
• Product Expertise & Customer Advocacy:
  Provide best practices and product training to customers, delivering on-demand support and tailored recommendations.
  Actively engage in customer consultations to understand their needs and advocate for continuous platform improvements.
  Maintain a one-touch solve rate of 68% or higher to ensure efficient problem-solving.

What you bring to the table:

• Proficiency in using ticket management systems like Zendesk to handle customer inquiries efficiently.
• Solid understanding of Vendasta’s platform and its core products, including Foundational Apps.
• Ability to troubleshoot technical issues, detect software bugs, and escalate appropriately.
• Strong communication skills (written and verbal), capable of explaining complex technical issues to non-technical customers.
• Ability to maintain a customer-first mindset, providing warm, empathetic, and solution-oriented support.
• Skilled in delivering multi-channel support, ensuring consistency across phone, email, chat, and video.
• Strong analytical and problem-solving abilities to resolve customer issues quickly and accurately.
• Ability to adapt to changing product features and support processes, continuously learning and improving performance.
• Ability to manage and prioritize multiple customer requests efficiently, ensuring first response time metrics are met.
• Capable of triaging tickets accurately, understanding the importance of severity, service levels, and time sensitivity.
• 1-2 years of experience in customer service, support, or a related field: Preferably within a SaaS or technology environment.

About Vendasta:

So what do we actually do? Vendasta is a SaaS company composed of a company of global brands including; MatchCraft, Yesware and Broadly, that builds and sells software and services to help small businesses operate more efficiently as a team, meet more client needs, and provide incredible client experiences. We have offices in Saskatoon, Saskatchewan, Boston and Boca Raton Florida and Chennai, India.

Perks:

• Benefits health insurance
• Paid time offs
• Training & Career Development: Professional development plans, leadership workshops, mentorship programs, and more!
• Free Snacks, hot beverages, and catered lunches on Fridays
• Culture – comprised of our core values: Drive, Innovation, Respect, and Agility
• Night Shift Premium
• Provident Fund