CAREERS

Location: Colchester, VT

Job Description:

VIP is looking for a Software Support Specialist to join our Customer Support Team.  The successful Software Support Specialist must enjoy working with others, be a fast learner, have excellent technical diagnostic skills, and enjoy a fast-paced environment.  We are looking for an enthusiastic individual who can handle multiple tasks and be committed to customer satisfaction.  Knowledge of the distribution industry is a plus. 

Job Responsibilities:

• Deal directly with customers either by phone, electronically, or face to face
• Respond promptly to customer inquiries in a professional manner
• Handle and resolve customer complaints
• Obtain and evaluate all relevant information to handle inquiries and complaints
• Direct requests and unresolved issues to the designated resource
• Serve as liaison between the customer and various departments
• Keep records of customer interactions and transactions
• Record details of inquiries, comments and complaints
• Record details of actions taken
• Communicate and coordinate with internal departments
• Follow up on customer interactions

Job Requirements:

• Excellent communication skills - verbal & written
• Strong ability to analyze and solve problems
• Attention to detail and accuracy
• Detail oriented and ability to maintain data confidentially
• Reliable & dependable
• Ability to multitask under pressure

All full time job offers are contingent upon passing a pre-employment drug screening and background check.

Location: Colchester, VT

VIP is seeking an experienced Technical Writer to develop and maintain documentation and training materials for our expanding product line. Our goal is to help our customers use VIP products to their full potential by providing easy-to-use content. We deliver content in a variety of methods, including online Knowledge Bases, embedded help, job aids, quick references, release notes, short training videos, and eLearning modules.

Our tech writers work closely with product owners and development teams to track and understand product changes. They collaborate with support and implementation teams to write monthly release notes, keep existing content up to date, and develop new content. Writers also assist in developing articles for our newsletter and preparing content for conferences and regional trainings.

The ideal candidate will have:

• An interest in learning the beverage industry encompassing beer, wine, spirits, and soft drinks.
• The ability to dive into the inner logic of software products.
• The aptitude to organize complex configurations and business logic into easy-to-follow content.
• The desire to help guide the strategic plan for knowledge management, both for our customers and employees, in our growing company.
• An interest in mentoring team members new to technical writing.

Qualifications

• 5+ years of experience as a technical writer, preferably in software development.
• Demonstrated ability to organize and write clear, concise documentation for complex systems.
• Impeccable grammar and punctuation.
• Experience and/or education in current information architecture and knowledge management practices.
• Experience with Robohelp, Captivate, and/or Zendesk Guide a plus.

After health and safety regulations regarding COVID-19 deem it safe and appropriate, this position will be on-site at our headquarters in Colchester, Vermont.

All full time job offers are contingent upon passing a pre-employment drug screening and background check.