Smartcare Technical Analyst Remote, US

Smartcare Technical Analyst

Full Time • Remote, US
At Vanco, we serve those who enrich our communities. Vanco provides businesses, nonprofits and educational organizations a complete range of payment solutions and administrative software. Our solutions make payment processing simple and ease administrative burdens for faith-based groups, nonprofits and schools. We are a software payments company for community organizations, and every transaction tells a story.
 
An important part of who we are is our Vanco Values in Action. At Vanco, our employees:
Clearly Care 
Own It 
Grow 
Have Grit 

Primary Responsibilities:
Responsible for delivering a consistent high degree of service to Smartcare customers by promptly responding to
all customer inquiries; providing technical assistance to support Smartcare products and services, while providing
accurate information to ensure Smartcare customer's issues/concerns are addressed to their satisfaction creating
a positive customer experience on every interaction.

Principle Duties
:
- Answers all incoming calls promptly in a professional and courteous manner.
- Responds to all customer written inquiries in an accurate, timely, professional and courteous manner.
- Provides technical expertise to all Smartcare customer's to ensure prompt resolution of all issues/concerns
regarding the use and application of Smartcare products and/or services.
- Possesses proficient knowledge of all Smartcare products and services.
- Tracks and records the nature of incoming calls to identify call trends.
- Uses Smartcare technologies to document all customer inquiries in a clear and concise manner.
- Performs root cause analysis to identify call trends and offers solutions to improve overall customer
experience.
- Demonstrates proficiency in the use of all Smartcare technologies as it relates to performing daily job
responsibilities.
- Maintains confidentiality of privileged information provided by Smartcare, Smartcare customers, vendors and
business partners.
- Reports to work on the days and times as indicated in the employee schedule.
- Strictly adheres to all rules and guidelines as outlined in employee handbook.
- Performs all other duties as assigned.

Minimum Knowledge, Skill, and Ability Requirements:
Ability to demonstrate a strong customer focus. Possess strong technical and analytical skills. Has strong
organizational skills. Action oriented with a willingness to take calculated risks and be held accountable for
actions. Proficient in the use of all MS products (Excel, Word, Outlook, Powerpoint, MS Office 365). Preferred, but
not required, to have some exposure to JIRA, SLACK, Freshdesk (or other ticketing software). Possess a high
degree of mathematical, verbal and written skills. Must have a command for the English language.

Minimum Experience:

Previous call center customer service experience preferably in a technical support environment.

Decision Making Authority:

Makes independent decisions as it relates to ensuring customer satisfaction within the parameters outlined by the
department policy.

Working Environment / Minimum Physical Requirements:
Primarily works in an office environment. Handles a high volume of calls. Will be required to sit for extended 
periods as position requires.
The above statements are intended to describe the general nature and level of work performed by candidate 
assigned to this job. This is not intended to be an exhaustive list of all responsibilities, duties and skills required. 
The time devoted to these activities listed may change and other duties may be assigned

Vanco is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex including sexual orientation and gender identity, national origin, disability, protected Veteran Status, or any other characteristic protected by applicable federal, state, or local law.





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Generous PTO
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