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Senior Customer Support Specialist

New York, New York, United States

As a Senior Customer Support Specialist, you will be vital in delivering a world-class customer experience to our global client base and act as a key resource for platform expertise internally. We pride ourselves on providing timely, professional, and courteous support to our platform's users.

At VTS, we take a hands-on, proactive approach to customer service, and this role is central to carrying out that mission. You will interact with users from all levels of the industry, ranging from admin users to mid to exec level contacts at some of the largest Commercial Real Estate firms in the world.

Your days will include extensive inter-team collaboration, a variety of new and challenging situations, and plenty of opportunities to help drive the growth of our team and organization.

To thrive in this role, you should share our passion for technology, with an aptitude for making sense of complex tech. Strong interpersonal skills with an emphasis on teamwork, strong communication skills, and comfortable working and making decisions independently, ownership, initiative, and integrity are a must for us. We need someone with high energy who grows in a fast-paced, scaling company environment, with the flexibility to take on competing priorities.


** Please note that this opportunity is located in New York, NY, and requires this hire to work from our office four days a week. **


Here’s what you can expect as a Senior Customer Support Specialist:

  • Be our customers' first point of contact, providing friendly and efficient support.
  • Help our clients be the best at what they do by explaining the platform functionality and tools.  
  • Investigate and troubleshoot internal and customer-reported issues.
  • Log defects and provide follow-ups to the clients. 
  • Recognize and categorize the severity of customer issues, and know when to escalate
  • Work with other teams like our Tier 2 & 3 teams, Product, and Engineering to provide feedback on the customer themes impacting their outcomes and adoption of the platform


What Makes You a Great Fit?

  • 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.
  • Nice to have: Experience with Jira, Looker or other BI tools


What VTS Values & How We Show It

  • Strive for Excellence - We know your potential is unlimited. Take advantage of our executive coaches and our training and career development programs available to all employees! 
  • Be Customer Obsessed - We’re employee obsessed too! VTS offers competitive compensation, comprehensive health benefits (including dental and vision), pre-tax commuter benefits, and a 401(k) plan. Not to mention the fun stuff - quarterly happy hours, wellness events, clubs, and team lunches! 
  • Be Curious - Benefit from a culture that promotes new learning. VTS offers an education stipend to all employees! 
  • Move as One - We work in an open floor plan to promote cross-functional collaboration. 
  • Take Ownership - Be an owner of the company you’re building with our equity packages. 
  • Appreciate the Difference - VTS embraces and celebrates diversity. We understand the importance of a strong work-life balance. We offer a flexible PTO policy, generous family leave program, and more!
 
ABOUT VTS

VTS is the industry's only technology platform that unifies owners, operators, brokers, and their customers across the commercial and residential real estate ecosystems. In 2013, VTS revolutionized the commercial real estate industry’s leasing operations with what is now VTS Lease. Today, the VTS Platform is the largest first-party insights and collaboration engine in the industry, transforming how strategic decisions are made and executed by real estate professionals across the globe.

With the VTS Platform, consisting of VTS Lease, VTS Market, VTS Activate, and VTS Data, every stakeholder in real estate is given real-time market information and workflow tools to do their job with unparalleled speed and intelligence. VTS is the global leader, with more than 60% of Class A office space in the U.S., and 13 billion square feet of office, residential, retail, and industrial space is managed through our platform worldwide. VTS is utilized by over 45,000 professionals and over 1.2 million total users each day, including industry-leading customers such as Blackstone, Brookfield Properties, LaSalle Investment Management, Hines, BXP, Oxford Properties, JLL, and CBRE. 


VTS maintains offices in New York City, London, Toronto, Chicago.

To learn more about VTS and view our open roles, visit us at vts.com or follow us on Instagram (@WeAreVTS) or LinkedIn. 


Pay Transparency

At VTS, we pride ourselves on articulating a clear and transparent philosophy around equitable, impartial compensation that will allow us to recruit and retain an exceptional team. The base salary is market-driven at the time of offer and is based on tier 1 market data. The salary for this role will range between $77,700 and $95,000 and is determined by several factors, including your skills, prior relevant experience, quality of interviews, leveling, and geography. 

EEO Guidelines
VTS embraces diversity and equal opportunity in a serious way. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better our work will be.
 
All your information will be kept confidential according to EEO guidelines. For more information about what we collect and how we use it, please refer to the Candidate Privacy Statement. 
 
If you have a disability or special need that requires accommodation at any time during the recruitment process, please let us know at ta@vts.com

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