Customer Support Analyst (Remote)

As a Customer Support Analyst at Vendavo, you will play a pivotal role in enhancing our global engineering support by focusing on non-technical aspects of customer service. You will be responsible for auditing support tickets, engaging with customers to address concerns, running reports, monitoring service level agreements (SLAs), and responding to customer satisfaction (CSAT) issues. Your duties will also include identifying areas for improvement, managing major incident processes, creating and overseeing the department newsletter, handling interdepartmental communications, and ensuring that documentation is current and accurate.

THE OPPORTUNITY

• Audit and analyze support tickets to ensure quality and adherence to processes.
• Assist customers by providing non-technical support and directing them to appropriate resources.
• Generate and review reports on performance metrics to identify trends and areas for improvement.
• Monitor and manage SLA compliance, ensuring team performance aligns with customer expectations.
• Address and resolve CSAT concerns, working to improve overall customer satisfaction.
• Lead problem-determination efforts and participate in major incident management.
• Create and manage the department's communications, such as a newsletter, ensuring timely and relevant content.
• Facilitate effective communication between departments to enhance service delivery.
• Maintain and update support documentation, ensuring accuracy and accessibility.

THE SKILLSET

• 1-3 years of experience in a customer service or customer facing role.
• Strong analytical skills with the ability to interpret data and identify trends.
• Excellent communication and interpersonal skills, with a focus on customer service.
• Experience in managing and resolving customer concerns in a non-technical capacity.
• Ability to work independently and collaboratively in a fast-paced environment.
• Proficient in using CRM and project management tools like Salesforce, JIRA, Teams, and Confluence.
• Demonstrated ability to manage projects and initiatives, ensuring timely completion and quality standards.
• Commitment to continuous improvement and professional development.
• Knowledge of support processes and best practices.

THE BENEFITS

• Flexibility to work from home or in the office, depending on what works best for you
• Unlimited PTO for vacation, sick and mental health days–we encourage everyone to take vacation during the year to ensure dedicated time to spend with loved ones, explore, rest and recharge
• 4 recharge days, where the entire company goes on a brief pause in all geographies for 1 day each quarter. This day can be spent in whatever way helps you recharge, to regain energy, and dive back into the next workday
• 16 weeks of paid parental leave with health benefits for all parents, plus flexible re-entry schedules for returning to work 
• $110 a month to cover your cell phone and internet expenses 
• High-end laptop (Dell XPS or Mac)
• Competitive pay and bonus/commission
• Comprehensive health, detail, vision, and mental benefit options (PPO, FSA, HSA)
• 401k plan with a 3% employer non-election contribution

The national minimum salary is $55,000 a year + bonus and benefits. The successful candidate’s starting salary will be determined based on permissible, non-discriminatory factors such as skills, experience, and geographic location.

*Note: Disclosure as required by CA, CO, NY, and WA Pay Transparency Law

THE VENDAVO STORY 

Vendavo partners with the world’s leading companies to accelerate growth and profitability, advance innovation, and build more prosperous communities. Our powerful, cloud-based, AI-powered pricing, selling, and prescribing solutions empower global manufacturers and distributors like Ford, Avnet, and Medtronic to manage, optimize, and digitize their end-to-end commercial processes. But we offer so much more than software. Our proven, repeatable process, and passionate, experienced people accelerate value and drive profitable, unrivaled business outcomes for our customers. We are passionate about helping our customers deliver the right products, at the right prices, at the right time, for the right people.

OUR SAAS PRODUCTS 

Our B2B pricing and selling solutions include Vendavo Intelligent CPQ, Margin Bridge Analyzer, Profit Analyzer, Business Risk and Sales Alerts, Vendavo Sales Optimizer, Deal Price Optimizer, Vendavo Pricepoint, and Rebate & Channel Manager. You can learn more about our products here.

OUR FUNDING

We are backed by two of the top high-tech private equity firms in the world, have excellent financial health, and boast the top SaaS retention in our space.

OUR CULTURE & YOU

We collaborate with our customers unlike any others in our industry. Anchored in our values (Honor Our Commitments, Results Matter, Easy and Enjoyable, Innovative Wisdom, and Celebration of Community), we are growing, constantly innovating, and consistently driving sustainable outcomes for our clients and partners.

Unlocking opportunities for our customers would not be possible without our employees. When you are part of Vendavo, you’re part of a company that’s committed to your growth and invested in your career. Diversity, inclusion, and celebration of community are at our core, and we come together to learn from each other and honor our commitments.

California residents applying for positions at Vendavo can see our privacy policy here.

OUR TEAM IS GROWING. YOU WILL TOO.