Job Description

Technical Customer Support Representative (Full-Time)

Industry: Software and IT solutions for election administrators

Location: Tallahassee, FL (in-office)

Hours: Monday - Friday 8:30am - 5:30pm (Eastern time zone)

Compensation: Competitive annual salary plus comprehensive benefits package

Summary of Mandatory Qualifications:

• Enjoyment of communicating with customers over the phone
• High computer proficiency
• Bachelor’s or Associate’s degree preferred
• Ability to pass a criminal background check
• Reliable transportation to our Tallahassee-based office

Ideal Personality Traits: The Technical Customer Support Representative’s primary responsibilities are to provide phone support, troubleshoot software problems, test new software releases, and train on the use of VR Systems’ products. The ideal candidate for this role should:

• Enjoy being helpful to others
• Like teaching, training, or coaching others
• Enjoy solving problems and seeing an issue all the way to a good resolution
• Be comfortable with learning new technologies and systems
• Have a high degree of self-motivation

Company Mission Statement:

At VR Systems, our vision is an elections community that conducts successful elections, every time. To bring this vision into reality, we strive to provide the best products, services, and support to enable election officials to secure the public’s trust in democracy. Put another way, our teams work on things that have a higher purpose than simply making a profit.

Company Description:

When applying for a job, we believe it’s important for you to know about the workplace culture. VR Systems, Inc. is a 100% employee-owned business, and our company culture is family-like. We are the leading voter registration and elections management company in Florida and have a growing market share in other states. We are a fast-growing company of nearly 50 people, forming a closely knit team of software engineers and customer support technicians. The company has a reputation for providing effective software with a high level of customer service for elections administrators.

We are not a publicly traded company, and as such, we are not beholden to the demands of outside shareholders or investors; we make decisions that are in the best interest of our customers and our employees. We are not a start-up company that could close shop if the next round of venture capital does not come through. We are also not a large corporation or government agency with burdensome bureaucracy. What we are is a small- to mid-sized company, and that smaller size allows us to be nimble and to make quick, agile adjustments in a constantly evolving IT field.

Essential Responsibilities of a Technical Customer Support Representative:

• Provide exemplary phone and email support for VR Systems customers by assisting them with answering questions, troubleshooting technical issues, and training them on how to use our products.
• Follow through when responding to customers and completing tasks to ensure that the customer’s needs have been thoroughly met or that the task has been accomplished to the manager’s satisfaction.
• Keep the product manager apprised of the status of critical customer support issues including but not limited to software problems, hardware problems, elections, deliveries, training, etc.
• Should be attuned to customers’ needs and alert to spot difficulties, anomalies, non-intuitive procedural steps, and customer comprehension gaps to provide input on improvements to the web products design, operation, and documentation.
• Interact daily with VR Systems’ application engineers, other support representatives, managers, and company officers in the normal performance of their duties. This position may be required to back up other product areas and perform other duties as assigned.
• Record and document items and events in ticket tracking and bug tracking software.
• Perform quality assurance testing on new software programs and bug fixes to ensure changes are fully functional prior to release to customers.
• Create and conduct training independently and as part of a team. Must be able to communicate clearly and concisely the subject matter of the training.
• Organize and complete their own work assignments independently without direct supervision, although they will receive direction on prioritizing work from the Product Manager.

Job Requirements and Qualifications

• A bachelor’s degree in a related field is preferred, but relevant customer service experience can be substituted in lieu of a degree.
• Ability to absorb many skills quickly and show great flexibility in adapting to changing needs.
• Enjoyment of communicating to people over the phone.
• Strong computer proficiency.
• Enjoyment of working with people and relating well to others, while also being able to focus on and resolve tasks independently.
• Strong written, verbal, and interpersonal communication skills.
• High level of attention to details while also understanding the whole picture.
• High level of integrity and commitment towards the company’s mission.
• Ability to travel and do some customer training off-site (5-10% travel expected).
• Clean criminal background/record.
• Availability to work 8:30am – 5:30pm Eastern time (although there may be some flexibility when working on projects).
• During elections, alternate work schedules will be required.

Physical Requirements

• Ability to sit at a desk for one or more hours at a time.
• Ability to operate a computer and other equipment in the office.
• Ability to work on multiple tasks and assignments throughout the day.

Benefits

Here at VR Systems, we understand that highly satisfied employees are key to a thriving firm. That is why we offer:

• A workplace culture that supports collaboration, teamwork, and professional growth
• A competitive annual salary
• Annual cost of living adjustment (COLA) reviews and adjustments (recently these have been done twice a year due to high inflation)
• Health insurance (100% employee premium paid by VRS, 50% of family coverage paid by VR Systems)
• Dental insurance (100% employee premium paid by VRS, 50% of family coverage paid by VR Systems)
• Life insurance (100% employer paid)
• Long-term disability insurance (100% employer paid)
• 401k plan with matching company contributions (up to 6% match)
• 15 days of paid vacation accrued annually
• 5 personal absence leave days accrued annually
• 11 paid holidays
• In addition, VR Systems is a 100% employee-owned company (ESOP). As a member of our ESOP, you share in the success of our company through stock ownership.

If you think you’d be a good fit, we’d love to see you apply!

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability.