Remote Technical Support Specialist II

Vitu; Northern (KY); Hybrid; USD 30,000 - 31,000; Full time

Benefits offered by this job

Healthcare Coverage

HSA/FSA

Generous PTO

Pet Insurance

Retirement Planning

ID Theft Insurance

Life and Disability Insurance

Accident & Hospital, Critical Illness

Tuition Reimbursement

Job summary

Vitu is seeking a Technical Customer Care Specialist II to provide expert technical support for our V2Gov platform in a remote capacity. You will guide customers through product capabilities, document inquiries, and collaborate with product and service teams to address issues.

Responsibilities include handling escalated technical requests, troubleshooting hardware and software problems, and ensuring high levels of customer satisfaction through clear communication and timely follow-up.

Qualifications

• High School Diploma/GED with 3 years' experience, or any higher degree/certification beyond HSD/GED with 1 year experience, or 5 years' experience.
• Ability to work flexible work hours/schedule.
• Able to work independently and as a team to deliver on goals.
• Strong problem-solving capabilities.
• Strong technical troubleshooting skills.
• Excellent communication skills (verbal and written), with strong interpersonal skills and attention to detail.

Responsibilities

• Handle incoming [Business Unit] technical support customer requests escalated by front-line support.
• Serve as a customer care agent for an assigned customer base or product area.
• Respond to customer inquiries received via telephone or online.
• Answer routine to moderately complex questions, following established procedures.
• Research and troubleshot customer requests, analyzes needs and determines problem source (hardware, software, user access).
• Resolve issues where possible and refer complex issues to internal experts or management.

Skills

Strong problem-solving

Technical troubleshooting

Excellent communication

Independent and team player

Flexible hours

Customer focus

Education

High School Diploma or GED

Any higher degree or certification

5 years experience

Tools

GoTo

Zendesk

Freshdesk

Salesforce

Job description

Vitu is seeking a Technical Customer Care Specialist II to provide expert technical support for our V2Gov platform in a remote capacity. You will guide customers through product capabilities, document inquiries, and collaborate with product and service teams to address issues.

Responsibilities include handling escalated technical requests, troubleshooting hardware and software problems, and ensuring high levels of customer satisfaction through clear communication and timely follow-up.