Customer Care Specialist

Vector Solutions empowers everyday heroes with intelligent software that helps them make safer, smarter, and better decisions-providing critical knowledge when and how they need it. Our work spans learning, workforce management, risk reduction, and more, all to elevate the safety and success of our clients and the communities they serve.

The Customer Care Specialist is the first point of contact for inbound client and internal team inquiries, helping customers maximize the value of our software and ensuring their satisfaction. Using empathy, curiosity, and problem-solving skills, they troubleshoot and resolve complex issues, prioritize and escalate as needed, and act as the customer's advocate-collaborating with internal teams to deliver optimal solutions and an exceptional experience.

What You'll Do

• Serve as first-level contact for agency administrators.
• Respond promptly to client requests, maintaining professional, frequent communication to resolve or escalate issues.
• Track, route, and escalate problems to the correct resources using CRM and ticketing systems to manage support requests via phone, email, and chat.
• Clearly communicate action steps and resolutions to reported issues.
• Develop deep knowledge of Vector Solutions products to align solutions with client needs and provide feedback based on user observations and recurring issues.
• Recommend and implement industry best practices.
• Propose creative solutions to unmet business needs.
• Notify customers of product releases and maintenance impacts.
• Create and publish Knowledge Articles and user guides.
• Collaborate with Operations and Product teams for timely resolutions.
• Adapt quickly to change and assist team members as needed.
• Additional duties as assigned.

Requirements

• 3+ years' customer facing role or related job experience
• Must be a U.S. Citizen with the ability to obtain Federal Security Clearance
• Ability to work a flexible schedule of the hours of 8am-8pm in EST time zones
• Strong phone, conversational, and writing skills; experienced in managing high volumes of cases, chats, and phone calls while remaining consistently available throughout the entire shift.
• Customer-focused with attention to detail and rapid issue resolution.
• Exceptional time management, goal setting, and prioritization skills.
• Works independently with minimal supervision while thriving in team settings across departments.
• Proficient in browsers, Microsoft Office Suite, and quick to learn new software.
• Adaptable to changing conditions, assignments, and deadlines.
• Skilled in troubleshooting, screen sharing, and problem-solving under pressure.
• Experienced in de-escalating tense situations.
• Basic knowledge of Salesforce and Jira preferred.
• Positive, versatile, and eager to take on new responsibilities.
• PSSQL scripting experience preferred but not required.

Why you will love working at Vector Solutions:

• Friendly, open, and casual work environment
• Comprehensive benefits package effective the first of the month after hire
• Matching 401(k) retirement plan
• Healthy work-life balance with flexible work arrangements and generous time off
• Generous referral incentive program
• Tuition Reimbursement Program
• Pet Insurance
• OnePass Gym/Wellness Discount Program
• Calm Health-Employee Membership
• Company social events
• Employee Resource Groups
• Philanthropic opportunities