Senior Customer Support Specialist at VTS

New York, New York, United States

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Not SpecifiedCompensation

Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Commercial Real Estate, Technology, SaaSIndustries

Requirements

Proven excellence in a customer support position (ideally B2B) at a SaaS technology company
3+ years of experience in a support role, with at least 1 year supporting a SaaS platform with third party integrations (API, SAML, Webhooks)
Strong oral and written communication skills, with the ability to communicate technical concepts in simple, accessible language
Very strong analytical thinker
Maintains composure under pressure
Fast learner with strong technical understanding
Excels independently and in a team environment
Experience with a ticketing system, such as Zendesk, Zoho Desk, Intercom, etc
Passion for technology, with an aptitude for making sense of complex tech
Strong interpersonal skills with an emphasis on teamwork
Comfortable working and making decisions independently, with ownership, initiative, and integrity
High energy and thrives in a fast-paced, scaling company environment, with flexibility to take on competing priorities
Located in New York, NY, and able to work from the office four days a week
Nice to have: Experience with Jira, Looker or other BI tools

Responsibilities

Be customers' first point of contact, providing friendly and efficient support
Help clients by explaining platform functionality and tools
Investigate and troubleshoot internal and customer-reported issues
Log defects and provide follow-ups to clients
Recognize and categorize the severity of customer issues, and know when to escalate
Work with other teams like Tier 2 & 3 teams, Product, and Engineering to provide feedback on customer themes impacting outcomes and platform adoption
Deliver world-class customer experience to global client base
Act as a key resource for platform expertise internally
Interact with users from all levels of the industry, from admin to exec level at large Commercial Real Estate firms
Engage in extensive inter-team collaboration to drive team and organizational growth

Skills

Customer Support

Troubleshooting

Platform Expertise

Inter-team Collaboration

Issue Escalation

Communication

Teamwork

VTS

Software solutions for commercial real estate

About VTS

VTS offers software solutions for the commercial real estate (CRE) industry, focusing on leasing, asset management, and marketing. Its platform centralizes portfolio data, providing real-time insights that help clients make informed decisions and improve efficiency. VTS stands out with its subscription-based model and features like the VTS Market solution, which enhances tenant engagement through data analytics. The company's goal is to empower CRE revenue teams to optimize performance and increase revenue.

New York City, New YorkHeadquarters

2012Year Founded

$296.3MTotal Funding

SERIES_ECompany Stage

Enterprise Software, Real EstateIndustries

501-1,000Employees

Benefits

Be Taken Care Of - VTS offers competitive compensation, comprehensive health benefits (including dental and vision), flexible vacation time and a 401(k) plan.

Parental Leave - 16 weeks 100% paid parental leave to the primary caregiver and 6 weeks 100% paid parental leave to the secondary caregiver.

Wellness - Dedicated monthly wellness events to promote physical and mental well-being.

Executive Coaching - Dedicated executive coaches on-site available to all employees, no matter what role you have in the company.

Own a Piece of Something Big - Be an owner of the company you’re building with our equity packages.

Never Stop Learning - Benefit from a culture that promotes new learning. VTS regularly hosts informal education sessions and provides an allowance for external courses.

Risks

Emerging proptech startups may erode VTS's market share with similar SaaS solutions.

Economic downturns could reduce demand for VTS's leasing and asset management platforms.

Data privacy concerns may impact VTS's ability to utilize data for analytics.

Differentiation

VTS unifies owners, operators, brokers, and customers in a single real estate platform.

VTS Activate Workplace enhances employee engagement with personalized, branded workplace experiences.

VTS 4 uses AI to predict tenant demand 6-9 months ahead of leasing activity.

Upsides

VTS's platform manages over 13 billion square feet, showcasing its extensive market reach.

The launch of VTS Activate Multifamily expands VTS's presence in the residential sector.

Demand for office space is growing, with VTS's VODI indicating positive leasing trends.

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