Customer Success Specialist

If you are a tech-savvy individual who’s a great communicator, problem-solver, and loves working with customers, then our Customer Success Specialist role may be a great fit for you! Vitrium sells DRM software to organizations around the world and we're looking for someone to work in the Vancouver region (remote or in office).

About You

You are someone who loves technology, likes solving problems, and helping customers. You have excellent communication skills and are comfortable talking to people over the phone or writing emails with simple explanations for how to do something. You are also organized and efficient with your time. 

About Us

We have a small, but close-knit team, which means you can have a big impact on the company’s future. Your voice will be heard! We’re an easy-going and authentic group of individuals who work hard, work as a team, and are accountable to our goals and objectives. We also like to have fun and joke around with each other! 

Key Responsibilities:

  • Provide support to Vitrium's customers via email, phone or Zoom
  • Update and manage tickets in the company’s ticket system 
  • Replicate issues for customers to help troubleshoot their issue
  • File bugs in Vitrium's JIRA system and track their progress
  • Provide onboarding and training to new customers
  • Update Vitrium’s customer-facing support documentation 
  • Assist in testing new features or improvements, or fixing bugs  
  • Contribute ideas to improve Vitrium's software for the customer

Required Qualifications:

  • Diploma or degree in computer science, technical support, customer service or other relevant education
  • 3+ years of experience in a technical support, customer success, or similar role
  • Exceptional written and verbal communications skills
  • Strong technical acumen & keen ability to troubleshoot issues
  • Excellent customer service skills and a positive can-do attitude
  • Experience working with web-based applications
  • Strong ability to prioritize & work independently
  • Open to collaborating with others 
  • Have a friendly, positive and caring demeanor 

Nice-to-Have Qualifications:

  • Technical writing skills
  • Experience with Adobe Acrobat, InDesign, or Illustrator
  • Experience working with video editing tools

What Vitrium can offer you:

  • Competitive salary based on experience & education 
  • Paid vacation time based on years of work experience 
  • Annual bonus based on company & personal performance
  • Annual education allowance
  • Extended medical, dental and life insurance benefits
  • Choice of working remotely or in shared office space
  • Coverage for your computer & accessories if working remotely 
  • Flexible working schedule and balanced working environment
  • Semi-annual virtual team building events
  • Great company culture with a focus on ‘Family-First’ values
Radhika Ranparia photo
Radhika Ranparia photo
Radhika Ranparia
Digital Marketing Specialist
Diverse professional experience

"I was heard and trusted from day 1. Vitrium is a company that offers you diverse professional experience. They allow you to wear multiple hats and empower you with the freedom to make decisions. I have been fortunate to be surrounded by great individuals who are generous in sharing their knowledge."

Join Vitrium

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