Customer Service Representative
VultrVisit Vultr website
Vultr is an active independent cloud-infrastructure company providing global compute, GPU, bare-metal, storage, Kubernetes, and serverless AI inference services.
West Palm Beach, United States
About Vultr
Vultr provides globally available cloud infrastructure for developers, enterprises, and AI innovators, including Cloud Compute, Cloud GPU, Bare Metal, Cloud Storage, managed Kubernetes, and serverless inference.
Skills
Candidate Availability
Required and preferred rules are kept separate and reflect the wording in the original posting.
About the Role
You will respond to customer inquiries through ticketing systems and support channels. You will troubleshoot account and billing issues, manage and document tickets, communicate resolutions, meet service metrics, and provide scheduled 24/7 operational coverage.
Requirements
- 1+ years of experience resolving billing and account issues in a high-volume contact center supporting cloud hosting, SaaS, IaaS, or a related technology industry
- Customer service skills and clear communication in high-pressure situations
- Ability to manage multiple tickets or issues while adapting to shifting priorities
- Written and verbal communication skills for explaining billing issues and policies
- English-language proficiency
Responsibilities
- Respond to customer inquiries through ticketing systems and support channels
- Communicate status updates and confirm issue resolution with customers and internal teams
- Troubleshoot account and billing issues using established procedures
- Manage and prioritize multiple support tickets
- Document customer interactions and resolutions accurately
- Develop knowledge of products, services, billing rates, and procedures
- Follow workflows and contribute to process improvements
- Maintain customer satisfaction scores
- Meet ticket-resolution and first-contact-resolution metrics
- Participate in training and development
- Provide scheduled coverage in a 24/7 team-based operations environment
Benefits
- 100% company-paid medical, dental, and vision insurance premiums
- 401(k) matching of 100% up to 4% with immediate vesting
- Professional development reimbursement of $2,500 per year
- 11 holidays, paid time off accrual, and PTO rollover
- Increased PTO at three- and ten-year anniversaries
- One-month paid sabbatical every five years
- Annual anniversary bonus
- Remote office setup stipend of $500 in the first year and $400 in subsequent years
- Internet reimbursement up to $75 per month
- Gym membership reimbursement up to $50 per month
- Company-paid Wellable subscription