Vail Systems, Inc.
Chicago, IL

Product Support Specialist I

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Product/Client Services | Chicago, IL, United States

Vail Systems, Inc. Company Profile
The human voice is capable of conveying nuances and meaning that just can’t be expressed through clicks and text messages. And for that reason, voice interactions have always had a special power to shape our perceptions and experiences. At Vail, we believe in the unique power of voice interactions to create more expressive, more intimate, and more efficient interpersonal interactions. Our experts work with Fortune 500 companies to help them serve their customers more efficiently and effectively through the use of various voice technologies. From basic network services, to state-of-the-art IP telephony, to cutting edge real-time analytics, Vail technology makes millions of voice interactions better every day.

Product Support Specialist I (RACC – Routing and Call Control)

Behind every one of our successful voice technologies is our dedicated and talented Client Services team. They are the liaison between our clients and product teams. They possess both the smooth interpersonal skills and technical proficiency to be able to support, augment and upsell Vail’s product portfolio. They can talk the talk and walk the walk; all while remaining a polished point of contact for any customer. It should be of no surprise then that they are some of the most fun, committed, and knowledgeable people; and that it is their drive that keeps our business growing.

Vail Systems is seeking a Product Support Specialist “I” for our RACC Client Services department. We are seeking a motivated and team-oriented person to handle day-to-day assignments within Vail's new Product Development Division. We’d like to know if you think you could be part of this team. You can if you:
  • Have excellent interpersonal communication skills
  • Thrive in a collaborative environment
  • Are able to pick up new concepts quickly
  • Can keep an open mind to new ideas
  • Don’t mind using those skills to share your best ideas
  • Have an ability to work independently in a fast-paced environment
  • Aren’t afraid of ambiguity and can problem solve with little direction
  • Have a positive, can-do attitude, and
  • Really want to learn new things
What you can expect to be doing:

As part of the team, you’ll be expected to coordinate with internal product teams consisting of developers, business analysts, engineers, and project managers to effectively maintain and grow our customer base. Switching from technical to consumer speak will be natural to you. Your work will range from assisting developers in debugging application releases to directly interfacing with a Fortune 500 client to resolve their existing telecom difficulties. You will serve as the client’s primary source of knowledge for Vail’s product portfolio, and be able to translate their current and future needs back to the product team. You’ll work in teams out of our Chicago Loop office. You’ll problem solve, innovate, learn, and share; you’ll work hard but you’ll have fun everyday.

What we need to see from you:

To be considered for this position, you must have:

  • Prior experience doing technical product support
  • Prior experience working with technical teams (developers, engineers etc.)
  • A strong desire to learn and grow in a technically advanced field
  • The ability to establish relationships of mutual trust and respect with clients
  • Solid communication skills; both written and verbal
  • Dual capabilities of working well in a team environment, as well as on your own
  • Knowledge of MS Office (Excel, Word, Power Point, Outlook)
Ideally, you will also be able to demonstrate:
  • Knowledge of telephony and/or conferencing systems
If you possess tech-savvy and business intelligence, if you believe in being the voice of the customer, if you are passionate about technology that helps people communicate more freely and effectively, then you want to be part of this team!






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What are Vail Systems, Inc. Perks + Benefits

Vail Systems, Inc. Benefits Overview

Vail’s core values are integral to every aspect of our company, including how we support each employee’s health and happiness in and out of the workplace. We provide access to top-tier health and wellness benefits, opportunities for continued educational experience, and several other benefits that support a healthy work-life balance.

Culture
Partners with nonprofits
We partner with Seneca Foundation and Chicago Public Schools to educate Black and Latinx recent Chicagoland high school graduates with paid software development training opportunities.
Open door policy
OKR operational model
Pair programming
Open office floor plan
Employee-led culture committees
Hybrid work model
In-person all-hands meetings
Flexible work schedule
Remote work program
Each employee’s balance of remote and on-site work is based on how they work best, and when in-person collaboration is most effective.
Diversity
Documented equal pay policy
Mandated unconscious bias training
We provide training to all employees who participate in our interview process on unconscious biases and interview best practices.
Mean gender pay gap below 10%
Hiring practices that promote diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Covers Health, Limited Purpose, Commuter, and Dependent Care.
Disability insurance
Dental insurance
Three (3) plan options through Cigna, including PPO, Buy-up PPO, and HMO.
Vision insurance
Health insurance
Three (3) plan options through Blue Cross Blue Shield of Illinois, including PPO, High Deductible PPO (HSA), and HMO. All plans ensure prescription coverage.
Life insurance
All employees receive Basic Life coverage, provided by Vail Systems. Additional coverage is also available.
Pet insurance
Wellness programs
Team workouts
Mental health benefits
Access to ComPsych’s Employee Guidance Programs and services.
Financial & Retirement
401(K)
401(K) matching
Performance bonus
Charitable contribution matching
Pay transparency
Child Care & Parental Leave Benefits
Childcare benefits
Generous parental leave
New parents receive twelve (12) weeks paid leave for primary caregivers and two (2) weeks paid leave for secondary caregivers.
Family medical leave
Vacation & Time Off Benefits
Generous PTO
Employees receive fifteen (15) days of PTO and two (2) “float days” per year.
Paid holidays
Paid sick days
Floating holidays
Bereavement leave benefits
Office Perks
Commuter benefits
Pre-tax commuter plans are available to help employees cut back costs on transit (Metra, CTA) and parking.
Company-sponsored outings
Free snacks and drinks
Both our Chicago Loop and Deerfield office kitchens are regularly restocked with free snacks and beverages for our employees.
Some meals provided
Recreational clubs
Vail Systems sponsors a summer softball league and triathlon team.
Relocation assistance
Our relocation assistance plan offers a maximum reimbursement $1000 for relocations over 50 miles from previous home location.
Home-office stipend for remote employees
All full-time employees are eligible for a $100 reimbursement to help get their home office set up. 
Mother's room
Onsite gym
Professional Development Benefits
Job training & conferences
Tuition reimbursement
Lunch and learns
Promote from within
Continuing education stipend
Continuing education available during work hours
Online course subscriptions available
Customized development tracks
Paid industry certifications
Apprenticeship programs

Additional Perks + Benefits

Employee Referral Bonuses. Gym Memberships. Collaborative Work Space. Competitive Pay.

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