In a Nutshell

We’re looking for a Product Support Specialist to join us! 

For a global team of customer obsessed support professionals we are looking for an enthusiast and tech savvy champion who will join our efforts of amazing our customer base. We’re aiming higher and higher and are looking for the right professional to join us.
 

About Us

vcita is a compact, quick-smart app that keeps you fully connected to your business, whenever and wherever you are working from. 

With vcita, you can track and perform all your daily tasks, from the "first hello"​ to the last invoice:

Charge and collect payments, invite clients to book you online, create branded invoices and quotes, send SMS appointment reminders -  all in a few simple clicks, from one single app. 

vcita includes an online CRM to manage all client communications together with online scheduling, online payments, email & SMS campaigns, lead generating website widgets, and everything a small business needs to drive more business and provide great client service.

Our teams are based out of Tel-Aviv, Israel & Bellevue, Washington.

About the Team

Our Team of Product Support Specialists is small but mighty. To the customer we are the face of vcita. To the company, we are the advocates for the customer. We’re often the first to know what’s working and what isn’t. We use that knowledge to help guide the growth and evolution of all the vcita services. 

What you’ll do

• Help small businesses build a business they are proud of by answering their questions and guiding them to proper usage of the platform on various channels;

• Learn the ins-and-outs of vcita and the services that are offered and become the ultimate product expert;

• Troubleshoot and guide customers, your team and other vcita teams to fully utilize all the services we offer;

• Learn vcita’s clients and their expectation to drive constant improvement in our product and in the support team’s results;

• Help optimize our internal and external knowledge bases

Who you are:

• Driven: You take the initiative, always looking at what you can do, what you can learn, and which projects can be taken on.

• Customer Obsessed: You’re the person who advocates for the customer. You make sure bugs don’t fall between the cracks, and always follow back up when promised. You go the extra mile to make the clients get the best solution for them.

• Tech Savvy: Are you the go-to tech person on your team? curious about all things technical and how they operate? We want you!

• Great Communicator: Whether you’re writing an article, talking with developers, or handling a ticket from a user with limited computer knowledge, you handle it all gracefully and professionally. It’s important to have excellent written and oral communication skills to succeed in this role.

• Details oriented: You pay attention to the little details, that can be the answer to a mystery, and follow through with work processes to completion. 

• Coachable: You know there’s always room for improvement. You seek out constructive criticism and opportunities to grow.

Requirements

• +2 years experience in clients facing roles and/or pre-sales/customer operations/account management roles: Customer Support, Customer Success, CS operations/enablement, sales operations/enablement, account management.

• Preferred: +1 years experience as an escalation point or higher tiers of support

• Extra Credit: Experience learning and administrating new software and more specifically using Zendesk, JIRA, AirCall, HubSpot, confluence, QuickBooks, MixPanel, FullStory, Pendo, Google Analytics, Looker and basic HTML skills

Benefits

vcita offers competitive pay with 100% coverage for employee’s health insurance premiums (medical, dental, vision, life & disability) and 50% for dependents. 401k plan with matching contribution and stock options. We have a generous PTO policy, paid holidays and family leave. Paid parking or Commute reimbursement. Free gym at the building site. When we work from the office we have a fully stocked kitchen with snacks and drinks as well as a team snacks and drinks are provided daily and there are weekly catered lunches where we all eat together.