Support Specialist

Summary

Join Vesta, a next-generation system of record transforming the mortgage market, as one of our first support specialists. You will work closely with customers, guiding them on our product, troubleshooting issues, and escalating problems to product and engineering teams. This role involves engaging with customers through various communication channels, troubleshooting issues using internal tools, collaborating with other teams, becoming a Vesta product expert, documenting functionality, and communicating customer feedback to improve the product. You will play a key role in delivering industry-changing software and contributing to a scalable, user-friendly platform. The ideal candidate is comfortable with software tools, APIs, and problem-solving, and possesses strong empathy for customer needs. Prior experience in the mortgage industry is a plus.

Requirements

• You are comfortable learning and working with software tools, and you are willing to dive in to the details of how our system interacts with other software providers
• You are comfortable navigating APIs, webhooks, and XML, and you aren’t afraid to learn more
• You are passionate about solving customer problems in order to help them achieve their goals
• You can deeply empathize with user pain points and questions (perhaps because you’ve experienced them before yourself)
• You are curious, persistent, and like problem-solving!
• You like to get to the “why” and won’t stop until you figure it out
• Complex problems are your favorite, and you’re willing to dig deep to get to a solution
• You're looking to join an early-stage team to build something BIG, something industry-changing, and you’re excited about being part of that quickly-moving, fast-growing journey

Responsibilities

• Engage with Vesta’s customers through various communication channels, namely Zendesk, to work with them on issues, errors, product questions, bugs, and product feedback
• Initially troubleshoot issues or questions yourself by using our internal debugging tools, looking for steps to reproduce the issue, or providing explanations on how to use Vesta
• Collaborate with our product and engineering teams when needed, clearly communicating the customer problems, and providing context and other materials that will aid in resolving the issue
• Become a Vesta product expert, understanding a large breadth of functionality within the platform in order to clearly and effectively explain to users how to navigate the product
• Have an eye towards scalability by documenting product functionality and new feature releases in our help center so that users can self serve
• Observe and communicate trends in customer feedback or pain points to our product, design, and engineering teams, to help identify areas of our product that may be particularly confusing or error-prone
• Be an indispensable part of delivering industry-changing software to our customers!

Preferred Qualifications

You might have some experience working within or around the mortgage industry, navigating and working with mortgage technology systems, ideally on the business process, or technical/IT side

Benefits

• Robust medical, vision, & dental coverage (~100% of employee premiums are covered)
• 401(K) plan offering
• Meaningful parental leave - 16 weeks fully paid for all new parents, birthing & non-birthing parents (applies to adoptions as well!)
• Remote-first culture with a hub in San Francisco
• Generous Work-From-Anywhere & Wellness Benefits
• Monthly Doordash benefits
• Open & encouraged flexible time off
• Company offsites to get to know the team!