Role in brief
Velvetech, a US-based software development company, is hiring a junior Support Specialist. This role focuses on managing client support tickets, troubleshooting issues, and contributing to AI Contact Center feature specifications. It suits individuals with support experience, strong English, and a foundational understanding of business analysis, looking to grow their skills in both areas.
About the role
This role involves managing client support tickets, ensuring timely responses and resolutions within service level agreements. A key part of the work is using a knowledge base to guide clients and engaging directly with them for troubleshooting. When support tasks are less demanding, the specialist will contribute to defining features and requirements for AI Contact Center projects.
The position offers a path to develop skills in both business analysis and customer success management through mentorship. This means the specialist will not only handle immediate support needs but also learn how to analyze business requirements and manage client relationships effectively. This dual focus provides a broad learning experience within the company.
Success in this position means consistently resolving client issues efficiently and contributing to product development through specification work. It requires a commitment to client satisfaction and a proactive approach to learning and applying business analysis methodologies. The ideal candidate will be able to balance direct client interaction with analytical tasks, supported by experienced mentors.
The annual salary for this position ranges from $51,750 to $86,250.
Skills that matter here
- support: This role is primarily focused on providing client support, including managing tickets and troubleshooting.
- business analysis: The specialist will develop business analysis skills through mentorship and contribute to feature specification activities.
- Proficiency in English: Effective communication with international clients requires strong English language skills.
- analytical thinking: The role requires natural analytical thinking to understand client issues and explain complex concepts clearly.
- communication skills: Strong communication is essential for engaging with clients and stakeholders during troubleshooting and requirements gathering.
- planning, organizational, and time management skills: These skills are necessary for managing support tickets, adhering to SLAs, and balancing various responsibilities.
Who this role suits
- Someone who enjoys direct client interaction and can patiently guide users through technical issues.
- An individual who is eager to learn and develop new skills in both customer success and business analysis.
- A person who can work independently during specified hours while also being available for occasional calls outside of core times.
- A candidate with a structured approach to problem-solving and an ability to manage multiple tasks effectively.
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, but candidates must be available to work from 9 AM to 6 PM EST on weekdays, with rare calls outside these hours for onboarding or urgent alignment.
What level of experience is required for this position?
This is a junior-level role, suitable for candidates with prior experience working in support teams and a foundational understanding of business analysis methodologies.
What are the key skills needed for this role?
Key skills include support experience, proficiency in English, knowledge of business analysis methodologies, strong communication, and analytical thinking.
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