Vendor Support Representative

This is a fully remote position, open to applicants in Virginia.

📋 Description

• Respond to incoming vendor support calls and initiate outbound calls as necessary.

• Oversee Jira Service Management tickets from creation to resolution.

• Conduct thorough investigations of issues, determine root causes, and suggest clear solutions.

• Adhere to and assist in maintaining Standard Operating Procedures (SOPs) and Confluence documentation, identifying any gaps or outdated procedures.

• Assess and escalate issues according to established escalation protocols.

• Communicate effectively and professionally with vendors, including those who may not be technically inclined.

• Keep accurate and comprehensive ticket notes and internal comments for seamless handoffs and audits.

⛳️ Requirements

• Familiarity with Atlassian tools (Jira, Confluence) in a support or ticketing environment.

• Previous experience in phone-based support, comfortable handling both inbound and outbound calls.

• Excellent investigative abilities with a systematic approach to finding solutions.

• A solution-focused mindset.

• Strong skills in de-escalation and the capability to handle issues autonomously.

• Quick to learn, adept at acquiring new tools, products, and processes with little ramp-up time.

• Exceptional written and verbal communication skills.

• Ability to manage multiple tasks across calls, tickets, and documentation during a single shift.

• Detail-oriented in documentation and management of accurate ticket histories.

• High typing speed with accuracy.

• Dependable and punctual, consistently able to work assigned shift hours.

• Team-oriented attitude with a willingness to collaborate with the Support Operations Lead and colleagues.

• Experience in B2B and/or SaaS environments is advantageous.

• Experience in healthcare or regulated industries is a plus, though not mandatory.

🏝️ Benefits

• High performers have a pathway to the Vendor Support Operations Lead role and beyond.

• Engaging and motivated team that celebrates achievements and shares innovative ideas.

• Opportunity to contribute to products that enhance patient safety, improve hospital efficiency, and streamline surgical operations.

• Commitment to equal employment opportunities and an inclusive workplace.