Job description

The Company:

Vieth Consulting is a software firm focusing on the needs of associations. Vieth Consulting offers website development, website hosting, and a unique software-as-a-service product called MemberLeap which includes membership management, member billing, broadcast email, event registration, and a variety of other tools that make day-to-day life easier for association administrators.

Position Summary:

Answers support calls, generates support cases and resolves or escalates issues according to company defined processes in a friendly and courteous manner. Assist new clients through onboarding procedure.

Duties and Responsibilities include the following. Other duties may be assigned.

• Assists customers via telephone and email in resolving issues related to the set-up, functionality, and usage of our web-based software.
• Conduct training sessions using screen-sharing software.
• Assists customer in resolving simple to intermediate technical issues by providing detailed and informative responses to their inquiries.
• Document support cases and software change requests in accordance with company processes and communicates case status to customers and within the organization.
• Authorizes solutions and related knowledge base materials in accordance with company processes and style guidelines.
• Communicates with customers in a manner that fosters long-term customer relationships.
• Performs customer relations and help desk system maintenance, including conducting customer satisfaction surveys.
• Guide new customers through our new client onboarding procedures – (member data entry/conversion, website content migration, merchant account setup, and more.)
• Make website content updates on behalf of client (using our content management system).
• Performs other duties as assigned.

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education/Experience:

High school diploma or general education degree (GED); Prior experience in either a software/technical support role preferred but not required.

Reasoning Ability:

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Computer Skills:

To perform this job successfully, an individual should have knowledge of

• Chrome/IE/FF
• Microsoft Word
• Microsoft Excel

Nice to Have, but not necessary:

• HTML / CSS
• Setting up email clients (POP/SMTP/IMAP)
• Gotomeeting or Zoom experience

Special Skills:

• Excellent team work mentality and solution-oriented attitude
• Must have excellent written and verbal communication skills.
• Commitment to customer satisfaction

Job Type: Full-time

Job Type: Full-time

Pay: $36,000.00 - $45,000.00 per year

Benefits:

• 401(k) matching
• Dental insurance
• Flexible spending account
• Health insurance
• Paid time off

Experience level:

• No experience needed

Schedule:

• 8 hour shift
• Monday to Friday

COVID-19 considerations:
Social distancing in practice. Adequate precautions in place.

Work Location: In person

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