Customer Support Agent
About the role
Vretta is looking for a Customer Support Agent 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.
Schedule: Monday to Friday from 10:00am to 7:00pm or 11:00am to 8:00pm.
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
- Proficiency in French is considered an asset
- Ability to work on-site at Vretta HQ at downtown Toronto
- Strong analytical and problem-solving skills
- At least one year experience in a customer support role
- 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
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.
About Vretta Inc.
Vretta is a multi-award winning organization that specializes in delivering assessment and learning experiences that support student success at the primary, secondary, and post-secondary educational levels.
With over a decade of research and dedication in understanding how students succeed by interacting with rich and engaging technology-enhanced assessments, Vretta specializes in the innovative use of assessments to provide greater equity and strengthen the skills of students.
We focus on modernizing assessment and learning solutions through creative design, backed by psychometric precision, delivering reliable, flexible and equitable learning and assessment experiences for students, educators, and administrators.
Customer Support Agent
About the role
Vretta is looking for a Customer Support Agent 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.
Schedule: Monday to Friday from 10:00am to 7:00pm or 11:00am to 8:00pm.
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
- Proficiency in French is considered an asset
- Ability to work on-site at Vretta HQ at downtown Toronto
- Strong analytical and problem-solving skills
- At least one year experience in a customer support role
- 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
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.
About Vretta Inc.
Vretta is a multi-award winning organization that specializes in delivering assessment and learning experiences that support student success at the primary, secondary, and post-secondary educational levels.
With over a decade of research and dedication in understanding how students succeed by interacting with rich and engaging technology-enhanced assessments, Vretta specializes in the innovative use of assessments to provide greater equity and strengthen the skills of students.
We focus on modernizing assessment and learning solutions through creative design, backed by psychometric precision, delivering reliable, flexible and equitable learning and assessment experiences for students, educators, and administrators.