Now Hiring - Vantage Point Logistics (VPL) - Professional Services Tier 2 Customer Support in Westerville, OH

Full description of the position

Who We Are At VPL we deliver visibility and resiliency to clinical supply chains. By making the procurement-through-fulfillment processes smarter and more profitable, it creates a new supplier dynamic whereby customers benefit from reduced costs, better insights, and increased transparency and efficiency. We developed the industry's only Smart Supply Chain Platform, which automates inbound and outbound shipping, unlocks visibility into the status of critical shipments, and identifies cost-savings opportunities for all of healthcare including IDNs, critical access, outpatient and pharmacy. With more than 700 hospitals, 6,000+ suppliers, and a 97% customer retention rate, it's clear that VPL is the company the healthcare industry trusts to deliver savings, insights and peace of mind. Who*We 're*Looking For The Tier 2 Customer Support Representative will be responsible for resolving more complex customer inquiries and issues that are escalated from Tier 1 support. This role requires strong technical skills, problem-solving abilities, and excellent communication skills. The ideal candidate will have a background in customer service, a positive attitude, and experience with SaaS solutions and technology. What You'll Do * Handle escalated customer inquiries from Customer Care, providing timely and effective resolutions. * Collaborate with customers to ensure their success and satisfaction. * Communicate complex technical solutions clearly and professionally to customers. * Troubleshoot and resolve complex issues related to our SaaS solutions. * Utilize solid technical skills to assist in troubleshooting and resolving issues. * Apply a creative problem-solving approach to resolve customer inquiries. * Conduct research to find solutions and improve customer care processes. * Document solutions and create knowledge base articles for future reference. * Work closely with the Customer Care Team and Engineering Team to ensure seamless support. * Escalate issues to Engineering or relevant departments when necessary. * Provide feedback and suggestions to improve customer support processes. * Demonstrate excellent written and verbal communication skills. * Ensure clear and professional communication in all interactions. * Engage effectively with internal and external partners. What You'll Bring * 2+ years' experience in a customer-focused environment, preferably in a Tier 2 support role. * Proven expertise in customer service and technical support. * Experience using a Customer Relationship Management (CRM) system. * Strong proficiency with Microsoft Office. * Positive and enthusiastic attitude with an engaging businesslike approach. * Excellent oral and written communications skills. * Demonstrated ability to research and resolve customer inquiries. * Ability to interact effectively with internal and external partners. * Experience with SaaS solutions. * Background in technical sales engineering, implementation, or technical support.