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PRIMARY RESPONSIBILITIES:
Resolve complex application/technical issues;
Needs the ability to adapt and pick up new technology rapidly;
Must be able to troubleshoot and understand upstream and downstream dependencies;
Candidate will be an internal escalation point for the Support team;
Must be able to be a team player and work within a small team environment;
Respond to requests for systems assistance via phone or electronically through tickets;
Document, track and monitor problems to ensure timely resolution;
Research questions using available information resources;
Must be able to and willing to provide phone support to remote clients;
On call phone support is a shared responsibility of the support team;
Advise users on appropriate action and follow standard help desk procedures;
POSITION REQUIREMENTS:
Bachelors degree in (Business Management, Computer Science, or related discipline) or equivalent experience;
SQL experience: must be able to understand, execute and use pre-built scripts;
Great phone demeanor and strong customer service skills - possess a passion for helping first;
Must be familiar with multiple browsers and how to troubleshoot issues within them;
Microsoft Office proficiency (Word, Excel, PowerPoint, Outlook);
Strong and effective customer service skills, interpersonal, and conflict management skills;
Strong organization, planning, communication, diplomacy, and presentation skills required.
Core Values:
Candidates must consistently demonstrate and foster the following core values behaviors during all interactions with franchisees, employees, vendors, and other business partners. Core values are the key behaviors that determine our decision-making at company:
Be Open and Positive: Approachable, Fun, Unflappable, Kind, Empathetic
Serve with Passion: Help First, Confident Yet Humble, For the Greater Good, Make a Real Difference
Do the Right Thing: Honest, Ethical, Tell the Truth
Do What You Say: On Time, Finish What You Start, Accountable, Take Responsibility
Make it Great: Continuous Improvement, Exceed Expectations, Bring Out the Best in Others, Detail Oriented
Benefits:
Competitive base salary and bonus program
Comprehensive health insurance plans (medical, dental, vision)
Company paid basic life and accidental death and dismemberment up to $250,000
Voluntary benefits including short-term and long-term disability, supplemental life insurance, accident insurance, long-term care insurance, flex spending and dependent care, and pet insurance
401(k) retirement plan with a company match
Paid time off
Health club reimbursement
Attend and support our annual franchisee and branch leadership conferences
Career growth opportunities and ongoing training
Vaco values a diverse workplace and strongly encourages women, people of color, LGBTQ+ individuals, people with disabilities, members of ethnic minorities, foreign-born residents, and veterans to apply.
Vaco is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race (including but not limited to traits historically associated with race such as hair texture and hair style), color, sex (includes pregnancy or related conditions), religion or creed, national origin, citizenship, age, disability, status as a veteran, union membership, ethnicity, gender, gender identity, gender expression, sexual orientation, marital status, political affiliation, or any other protected characteristics as required by federal, state or local law.
Vaco LLC and its parents, affiliates, and subsidiaries are committed to the full inclusion of all qualified individuals. As part of this commitment, Vaco LLC and its parents, affiliates, and subsidiaries will ensure that persons with disabilities are provided reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact HR@vaco.com .
Vaco also wants all applicants to know their rights that workplace discrimination is illegal.
By submitting to this position, you agree that you will be giving Vaco the exclusive right to present your as a candidate for the foregoing employment opportunity. You further agree that you have represented information about yourself accurately and have not affirmatively misrepresented your qualifications. You also agree to maintain as confidential, to the fullest extent permitted by law, any information you learn from Vaco about the position and you will limit disclosure of information about the position only to the extent necessary to perform any obligations in furtherance of your application. In exchange, Vaco agrees to exercise reasonable efforts to represent you through all solicitation, job screening and resume dispersal.
Vaco LLC and its parents, affiliates, and subsidiaries ("we," "our," or "Vaco") respects your privacy and are committed to providing transparent notice of our policies.
- California residents may access Vaco's HR Notice at Collection for California Applicants and Employees here.
- Virginia residents may access our state specific policies here.
- Residents of all other states may access our policies here.
- Canadian residents may access our policies in English here and in French here.
- Residents of countries governed by GDPR may access our policies here.
Determining compensation for this role (and others) at Vaco depends upon a wide array of factors including but not limited to:
- the individual's skill sets, experience and training;
- licensure and certification requirements;
- office location and other geographic considerations;
- other business and organizational needs.
With that said, as required by local law, Vaco believes that the following salary range referenced above reasonably estimates the base compensation for an individual hired into this position in geographies that require salary range disclosure. The individual may also be eligible for discretionary bonuses.