Role in brief
Velvetech, a software development company, seeks a junior Support Specialist to manage client support tickets and assist with business analysis. This role involves direct client interaction, troubleshooting, and contributing to AI contact center features. Ideal for someone with support experience and a foundational understanding of business analysis, looking for growth within a structured environment.
About the role
This role focuses primarily on managing client support tickets, ensuring timely responses and resolutions according to service level agreements. The specialist will follow established protocols for ticket handling and leverage a knowledge base to guide clients through solutions. When support tasks are lighter, the position involves contributing to the specification and requirements for AI Contact Center features.
The Support Specialist will also engage directly with clients for troubleshooting calls. A significant aspect of this position is the opportunity for skill development, working under the guidance of product Business Analysts and Customer Success Managers to build capabilities in those areas. This mentorship is designed to foster professional growth within the company.
Success in this role means consistently meeting support ticket SLAs, effectively troubleshooting client issues, and contributing to AI feature development. It also involves demonstrating a proactive approach to learning business analysis and customer success management, indicating a readiness for career progression within Velvetech's team of over 170 professionals.
The annual salary for this position ranges from $51,750 to $86,250.
Skills that matter here
- support: This role requires managing support tickets, responding within specified timeframes, and troubleshooting client issues.
- business analysis: The specialist will apply business analysis methodologies and define solutions, with mentorship from senior BAs.
- English: Proficiency in English is essential for clear communication with international clients and team members.
- communication skills: Strong communication is needed to engage effectively with clients, stakeholders, and explain complex concepts.
- analytical thinking: Natural analytical thinking helps in understanding client problems and explaining technical information to non-technical users.
- planning, organizational, and time management skills: These skills are crucial for managing support tickets, adhering to SLAs, and balancing multiple tasks efficiently.
Who this role suits
- A person who thrives on direct client interaction and enjoys solving technical problems.
- Someone who is organized and detail-oriented, capable of managing multiple tasks and adhering to strict deadlines.
- An individual who is eager to learn and develop new skills in business analysis and customer success through mentorship.
- A candidate who can maintain availability during EST business hours and occasionally outside of core hours for urgent matters.
From the employer
- Support Ticket Management
- Respond to support tickets as per SLA: within 8 hours for a first generic response and within 2 days for resolution
- Manage tickets following the defined protocols
- Utilize the support ticket knowledge base to effectively guide clients through ticket resolution
- Engage in AI Contact Center feature specification and requirements activities when support tasks are minimal
- Get on a call with clients for troubleshooting
- Work under the mentorship of current product BAs to develop BA skills
- Work under the mentorship of current CSMs to develop customer success manager skills
- Support Skills
- Proficiency in English (upper-intermediate or advanced level is preferred; a certificate is advantageous)
- Experience working in support teams
- Availability from 9am to 6pm EST to actively support clients
- Availability for rare calls outside core hours (onboarding or urgent alignment)
- The candidate is expected to work during weekdays (Mon-Fri)
- Business Analysis Qualifications
- Bachelor’s or Master’s degree
- Good knowledge of business analysis methodologies and ability to apply them appropriately
- Ability to define the best business solution among available options
- Strong communication skills to effectively engage with clients and stakeholders
- Natural analytical thinking and capacity to explain complex concepts to non-technical users
- Excellent planning, organizational, and time management skills
- Flexible working conditions and a cooperative environment
- Competitive salary
- Many challenging and exciting projects with new opportunities and learning
- Growth opportunities, skills and competencies improvement, and professional certification
- In-company training (English, Software / DevOps / Project management / Design / Business)
Questions about this role
What is the remote work policy for this role?
This is a fully remote position, allowing the specialist to work from any location.
What level of seniority is this position?
This is a junior-level position, suitable for candidates with foundational experience in support and business analysis.
What are the core working hours for this role?
The candidate is expected to be available from 9 AM to 6 PM EST during weekdays (Monday-Friday) to actively support clients.
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