Junior Service Delivery Analyst

Join our innovative, global team using technology to transform the way the social sector engages with data. We run on passion, blending diverse skill sets and experiences with a collective mission to help organizations tackle challenges and achieve greater impact. We encourage all staff to push their own boundaries and drive the company in exciting new directions. As a social enterprise and certified B Corporation, we reinvest a majority of our profits in our growth and continued pursuit of our mission and vision.

Position Overview

The Junior Service Delivery Analyst will be part of our growing Service Delivery team at Vera Solutions. This is a unique position where you will have the opportunity to uplift customer experience by troubleshooting for client systems and product issues. This position is a highly collaborative one where you would work both internally and externally with clients. This will provide you with a valuable experience of understanding Vera's culture, the teams, product and most importantly our clients.

Primary Responsibilities

• Lead charge for Product queries and issues from clients and maintaining standard SLA for client responses.
• Assist Service Delivery Analysts on Managed Services.
• Execute miscellaneous tasks assigned by Service Delivery Manager.
• Communicate regular status updates on open client tickets maintaining standard SLA.
• Develop deep expertise on core product features and functionality to help with issue troubleshooting and resolution.
• Drive communication and engagement with clients.
• Escalate tickets that require product or development expertise to appropriate team members.
• Monitor and report on product quality, adoption and user feedback throughout the customer's lifecycle.

Qualifications and Experience

Required

• Demonstrate interest in Social Impact space.
• 0-2 years of professional experience.
• 0-2 years of experience working for a SaaS product.
• 0-2 years of experience working on either Products or Customer Facing teams.
• 1-2 years of Project Coordination and/or Management experience.
• Salesforce Associate certification.
• Strong aptitude for technology and data.
• Curiosity and problem solving skills.
• Inclination towards working in the Social Impact space.
• Excellent written and verbal communication skills (English).
• Client relationship management skills.
• Detail-oriented; efficient with excellent multitasking and organizational skills.
• Collaborative spirit; consistent desire to learn, improve and grow.

Compensation & Benefits

Annual Compensation: 1,318,200

Additional Benefits:

Health Care - Vera is passionate about supporting the health of you and your family. We cover medical insurance premiums, including family coverage, up to a maximum amount.

Paid Time Off - 38 days of paid leave each year, including local and company-wide holidays and a December break.

Retirement - Vera offers a retirement plan and contribution matching to all of its staff.