Online Support Representative

Job Description

Job Description

POSITION SUMMARY    

The Online Support Representative for Vistage Worldwide Inc. Is part of the IT Operations Team and works closely with the Digital Product Management Team and is responsible for supporting multiple Vistage online platforms, including private membership portals, mobile apps, online events and scheduling tools. The online Support Rep will provide internal and external support for staff, and members of the Vistage community. 

THE COMPANY 

Vistage is the world’s largest CEO coaching and peer advisory organization for small and midsize business (SMB) leaders. We offer the most effective approach for SMB enterprises to achieve better results and grow faster and for SMB leaders to maximize their impact. 

The 45,000+ members we serve are CEOs, owners and executives of SMB organizations located across the US and in 40 countries worldwide. These SMB executives spend a day or more with Vistage every month, immersing themselves in our comprehensive platform to become better leaders, make better decisions and achieve better results. Our platform features three core elements: valuable perspectives from a trusted group of peers, professional guidance and meeting facilitation from an accomplished business leader (the Chair), as well as deep insights from subject matter experts.

Vistage was founded more than 65 years ago, and we’ve grown every year since then by innovating to stay on the cutting edge of business and relentlessly delivering value to our members. Our success is demonstrated by Vistage member companies growing 2.2 times faster than non-Vistage peer companies. Learn more about us at  

VISTAGE EMPLOYEE LIFE 

Vistage’s success is anchored by a unique culture that reinforces employee commitment to the Vistage mission. It is a spirit of collective success and achievement which is also reflected in our workplace. Here’s a sample of the employee experience that helps drive our success: 

• Welcome to our home. Our US headquarters sits in the heart of San Diego’s UTC area. It features an open, modern aesthetic with lots of collaboration spaces and opportunities to interact with co-workers. We stay fueled up with free snacks and a weekly free lunch day, along with free lattes and nitro cold brew coffee on tap! From our San Diego base, we collaborate with colleagues based across the country and around the world. 
• We sweat the details. Our on-site gym is decked out with Peloton bikes and other top-tier fitness equipment to keep your workout challenging and fresh.  Our campus also offers access to an additional gym, volleyball courts, and a scenic office park, perfect for getting in those midday steps!
• We invest in your career. Each employee has an actionable career progression plan developed through individual collaboration with their manager. We focus on promoting from within, and employee progression plans are complemented by all-staff development days held in our state-of-the-art learning center. Employees also have access to tons of individualized development resources and a generous tuition reimbursement program. 
• We invest in you. Our employee benefits program is one of the most generous you’ll find. Fully-paid healthcare is provided for employees through Aetna, along with access to dental, vision, and life insurance coverage available to employees at very low rates. Take care of your financial future with eligibility for 401(k) matching funds after your first month as an employee. Use the free individual investment counseling we provide to help you grow the money you’ve saved. You’ll also start with 16 days of paid time off + 12 paid holidays per year to allow you to relax and recharge. Employees receive additional annual paid days off based on tenure. 
• We keep it fun! Whether you’re with us in the Padres luxury suite enjoying our summer baseball outing, unwinding during an employee happy hour, or toasting your co-workers at our epic annual holiday party, you’ll see that we take having fun as seriously as helping our members succeed! The office vibe is business casual with flexible schedules, along with the freedom to work from home three days per if you so choose! We value mutual respect and laughter . . . we hate stiff formality. You’ll have regular access to Vistage executives—our CEO even buys everyone doughnuts to fuel his informal employee chats! 

Vistage’s culture and sense of mission drive employee loyalty: more than half of our staff has been with the company for five years or longer. Are you ready to start your Vistage journey? 

RESPONSIBILITIES           

Reporting to the Online Support Manager, the Online Support Representative will be responsible for the

following:

• The primary role is to provide outstanding user technical support and customer service for our online web presence and related services, including mobile apps. 
• Respond promptly to questions and issues via phone calls, e-mails, online chats, and questions posted on the member website.
• Consult with others within and outside the department when necessary to research and provide answers to questions and issues.
• Provide end-users support training when applicable to help increase user adoption of My Vistage and Chair App
• Must be able to work after hours, remotely as part of an on-call support rotation
• Run remote screen share sessions as needed to capture and document issues
• Become an expert with all supported systems and updates.
• Occasionally create documentation such as Salesforce Knowledge Base Articles and FAQ documents.
• Follow standard Online Support operating procedures; quickly and accurately log and close all support cases using a Salesforce case ticketing system.
• Quickly identify and escalate issues for other teams, documenting support tickets then routing them, or by transferring calls and live chats
• Act as a backup resource for the internal helpdesk team when required, for example providing email configuration support and troubleshooting

SKILLS   

• Superior phone and written communication skills are a must!You will be assisting business owners and C-level executives in using Vistage technical resources. Excellent customer service is required. Confident supporting customers that can range from non-technical to expert, from across our global community.
  
• Software & Programs : Comfortable with supporting online platforms accessed from Mac and PC clients, mobile and tablet devices, using all common modern browsers and custom mobile apps. Able to troubleshoot browser errors and warnings, connectivity and performance issues, secure login practices, integrations with common features such as customer calendars, and to collect precise technical and user experience information to help reproduce issues.
  
  

EXPERIENCE 

• Must have a minimum of 3-5 years of online support experience in a customer service role, providing customer service or technical support for online platforms. Must have demonstrated strong performance in prior roles, displaying distinctive problem-solving and analytical skills. 

PROFILE               

• Must like being a digital detective and solving mysteries!  
  Resourceful and able to find a solution when not readily apparent; diplomatic and polished; patient; creative; self-confident; organized; strategic and analytical; detail-oriented; strong on problem-solving; effective communicator with good grammar and excellent listening skills; appropriate sense of urgency, able to generalize and handle ambiguity. 
• Candidate needs to be motivated to become an expert in our systems and online offerings. Must be able to explain their operation in simplified terms to end users and support them. Self-learner, customer-focused, resourceful, enthusiastic, thorough, and welcomes a challenge. 
• Possess exemplary attendance and punctuality.

EDUCATION

Bachelor’s degree or relevant technical and service certifications are preferred or have equivalent experience in IT and/ or Website Support. Experience with AI tools is a plus. 

TOTAL COMPENSATION RANGE

$24 - $29 hourly + 6.5% Bonus (salary based in San Diego, CA)

JOB LOCATION

Hybrid in San Diego; 3 days onsite, 2 days offsite