Customer Success Representative

Vretta is looking for a Customer Success Representative to join our Customer Success team. This position requires excellent communication skills, a client-first attitude, creative problem-solving ability, and solid technical skills to be able to understand and resolve technical issues that our students, educators, and administrators may face.

Responsibilities

• Help clients troubleshoot issues encountered while using assigned products and provide clear, actionable solutions to resolve their concerns.
• Serve as the primary subject matter expert for assigned technology products, maintaining a thorough understanding of all features and the underlying structures that drive them.
• Develop strong professional relationships with key clients to ensure the seamless and effective use of the products.
• Maintain consistent communication and feedback channels between end-users and internal teams.
• Support the development of new products and features by sharing end-user requirements and technical feedback with the innovation and technology teams.
• Provide input on product specifications and help inform the production roadmap based on client needs and technical requirements.
• Contribute data and insights toward continuous improvement initiatives for both the products and internal support processes.
• Perform quality testing on new features and conduct thorough QA checks to ensure technical stability.
• Create and maintain detailed instruction manuals and documentation to help users understand and navigate product features.
• Stay current on all product updates, technical enhancements, and evolving system functionalities.

Requirements

• Excellent communication in English
• Strong analytical and problem-solving skills
• At least one year experience in a customer support role, ideally in a SASS environment
• Excellent written and verbal communication skills
• Proficient with Microsoft Office Suite (Word, Excel, PPT, etc.)
• Experience working with Mac, PC and Google devices
• Self-starter with the ability to work under minimum supervision
• Ability to work as part of a team

Nice to Have

• Proficiency in French
• Ability to work on-site at Vretta HQ
• Basic understanding of web development
• Interest or prior experience in Education Technology

Why Join Vretta

• Work in an environment where every individual's contribution is crucial to the company's culture, products, and clients.
• Work at the forefront of education on products that make a meaningful impact on students' lives globally.
• Organic and stable business model offering great stability for employees.
• A globally distributed, diverse team that operates based on trust.
• Remote work
• Competitive benefits package and professional growth.
• Lots of team activities and fun!

About Vretta

We have dedicated the past 16 years towards the modernization of assessment and learning experiences that have transformed educational practices for ministries of education, academic institutions, examination bodies, and training organizations around the world. Today, our team of over 100 architects, designers, technologists, psychometricians, and project ninjas support our partners transition from legacy e-assessment and learning systems to world-class technology solutions that are efficient, equitable, flexible, and drive student success. We welcome you to join us on our mission of giving every student the opportunity to succeed in their academic lives and beyond.

Applying

This posting is for an existing vacancy at Vretta. While we thank all applicants for their interest, only those selected for an interview will be contacted. If you are interviewed for this position, Vretta will provide you with a status update in compliance with the Employment Standards Act. Vretta is committed to providing reasonable accommodations for people with disabilities. If you require an accommodation, we will work with you to meet your needs, in all stages of the hiring process, within reason.

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