VMS Technology Support Agent

About the role

The VMS Technology Support Agent is responsible for delivering best-in-class technical support by handling inbound calls and resolving support tickets via Salesforce. You will support internal teams and external users by providing efficient, professional, and timely technical assistance. This is a fast-paced position that requires strong communication skills, adaptability, and a problem-solving mindset to support evolving technology tools such as Vendor Management Systems (VMS) and internal Managed Service Provider (MSP) solutions.

What you’ll be doin

• gResponds to inbound support inquiries via phone and Salesforce ticketing system
• sTroubleshoots and resolves issues related to VMS platforms and internal MSP tools using provided SOPs, knowledge bases, and diagnostic guideline
• sAccurately documents all interactions, troubleshooting steps, and resolutions in Salesforc
• eMaintains high-quality written communication that is clear, concise, and grammatically correc
• tProactively resolves technical issues or escalates complex cases using defined protocol
• sManages integration error handling and routing to appropriate support teams as neede
• dRotates across multiple technical support areas as platforms and client needs evolv
• eAdapts quickly to new tools, processes, and technologies introduced within the environmen
• tContributes to and maintains internal support documentation, including FAQs, SOPs, and process improvement guide
• sShares insights and suggestions for process and service enhancement
• sCollaborate with internal Technology Support teams and cross-functional departments on special projects and shared initiative
• sMaintains professionalism and service excellence in every user interaction
• .Adheres to company policies regarding confidentiality, data protection, and quality standard
• sMaintains knowledge of VMS workflows and dependencies to support accurate troubleshooting and escalatio
• nUses internal technologies (e.g., Outlook, Microsoft Word, Teams, and CRM tools) to perform job function
• sParticipates in continuous improvement initiatives by identifying process enhancements and support gaps
• .Supports project work and contribute to team-wide documentation and resource developmen
• tParticipates in special projects and performs other duties as assigne

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About y

ouEDUCATION AND EXPERIENCE REQUIREMENT

• S:2- 4 years of experience in a technical support or service desk ro
• leProficiency in ticketing systems (preferably Salesforce) and Microsoft Office too
• lsStrong verbal and written communication skills with an emphasis on clarity, grammar, and professional ton
• e.Ability to troubleshoot application issues and provide clear technical guidance to non-technical use
• rsA flexible and adaptive mindset with a willingness to learn new tools and process
• esExperience with VMS and/or ATS (i.e. SAP Fieldglass, Beeline, VNDLY, Simplify, Flextrack, etc) is a MU
• STExperience working in a support environment using defined SLAs and performance metri

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KNOWLEDGE, SKILLS & ABILITI

• ES:Strong attention to detail and excellent organizational ski
• llsAgile to work shift/regional cover
• ageFamiliarity with Vendor Management Systems (VMS) and workforce solutions to
• olsExposure to knowledge base management or documentation creat
• ionKnowledge of service desk protoc
• olsProficiency in Microsoft Office Suite and basic reporting to