Act as a primary escalation point within the team for the resolution of the most challenging technical problems
Troubleshoots problems with software applications and recommends corrective action
Analyze, reproduce, troubleshoot, and resolve technical issues related to specific and general functionality of product/software (internal or external) and (if applicable) associated third-party integrations
Maintain an in-depth knowledge of products/software
Define, coordinate, and prioritize customer feedback and work closely with the Product Development and Product Management team to implement product/software enhancements
Act as a customer advocate, championing issues that have an impact on customer operations as they relate to products/software
Utilizes multiple systems/tools to troubleshoot a variety of issues and partners with various departments to ensure software products meet the needs of the customer
Provide dedicated beta support to product/software customers, which includes working with the Product Management and Product Development teams to increase product stabilization and usability and ensure the smooth implementation in the production environment
Ability to manage and implement system/software upgrades
Participate in cross-functional teams/departments such as QA and Product Management to drive consistency and continuous improvement with both process and products
Maintains all service standards
Job Specifications
Typically has the following skills or abilities:
Bachelor’s degree in Business Administration, Computer Science or related field or equivalent experience
2+ years of technical customer service experience handling complex customer software-related issues
Basic understanding of network, server, and software methodologies and how they relate
Demonstrated interpersonal skills and technical product knowledge and expertise are critical to responding to daily customer-centric activities
Demonstrated high degree of accuracy and proficiency in problem identification and diagnosis for most working situations, including those that present a moderate degree of complexity
Available to work any shift, including weekends, holidays, and/or overnight
Demonstrated effective verbal and written communication skills including business writing, grammar, and punctuation in order to correspond with customers via letter, email, and webchat
Demonstrated ability to communicate and collaborate across multiple teams and locations
Demonstrated ability to work independently and within a team with minimal supervision; takes initiative to effectively carry out responsibilities
Demonstrated ability to learn, support change management, and assimilate new information quickly
Ability to use independent judgment/discretion for problem escalation on more complex issues or situations and coach less experienced representatives in basic procedures
Compensation range for the role is listed below. Applicable salary ranges may differ across markets. Actual pay will be determined based on experience and other job-related factors permitted by law. As a part of the compensation package, this role may include eligible bonuses and commissions. For more information regarding VSP Vision benefits, please click here.
Salary Ranges: $51,000.00 - $85,500.00VSP Vision is an equal opportunity employer and gives consideration for employment to qualified applicants without regard to age, gender, race, color, religion, sex, national origin, gender identity, sexual orientation, disability or protected veteran status. We maintain a drug-free workplace and perform pre-employment substance abuse testing.
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