Customer Support Agent (Phone, chat, email)

Job Description

Job Description

Job Position: Customer Support Agent (Phone, chat, email)

Location: 100% Remote

Pay Rate: $18.00/hr

Schedule: Fulltime

Title: Customer Support Agent (Phone, chat, email)

• Time will primarily be spent on the front lines with users through various communication channels, assisting them from the moment they sign up with the payroll application, and through the entire usage of the application.

• You’ll be an internal detective, mediating between product teams, tech teams, partner teams, and application users, making sure users are having an amazing customer experience.

• An ideal candidate has experience providing customer support in a tech environment and is ready to roll up their sleeves to help users and improve their lives.

Job Responsibilities (but not limited to):

• Answer questions from customers over phone, chat, email, acting as a second level of customer support on the issues that first level of support cannot solve.

• Become a product expert, understanding deeply everything from the payroll application signup process, wage advance and repayments product, as well as all things related to digital banking platform - for someone that wants a crash course in fintech, this is the role!

• In solving user’s toughest problems, you’ll work across many teams internally to resolve any weird issues customers are having, including collaboration with product managers, engineers, designers, marketers, etc.

• Keep the wheels running in the background on many processes required to support users across direct deposit switches, identity verification, fraud and disputes, and many more.

• Learn the ins and outs of digital banking support, expanding your knowledge of both the on-demand pay space and the infrastructure of digital banking platform.

• Work closely with a fantastic group of people invested in users and the client’s mission.

Required Education/Experience:

• High school diploma, GED, or equivalent certification.

• 1-2+ years of experience in a customer support role.

o Tier 2 level support or tech space experience is preferred.

o Freshdesk or Zendesk experience highly preferred.

• Excellent communications skills (written and verbal) in explaining tough concepts to customers, particularly on paychecks and direct deposit.

• An aptitude for numbers and math - users’ toughest questions are usually around their finances, and we love team members who can crunch some numbers.

• A desire to gain a deep understanding of hourly workers and the financial challenges they face.

• An excitement about joining an early startup in the fintech space and about learning all things digital banking.

• A team player, who is ready to work hard and achieve success.

Work Environment Requirements:

• Must be able to stand or sit for prolonged periods (75% of the time)

• Must have Private, Secured Internet Connection.

• Must confirm work environment is safe and secure for work in handling private and sensitive information.

• Constantly operates a computer and other office equipment.

• Constantly works indoors in a secluded safe space.

• Must have High-speed internet access: 20 MBPS minimum for upload; 100 MBPS minimum for download required.

Preferred Experience:

• Be mission oriented and able to foster empathy for customers whose circumstances may be different from your own.

• Have a bias towards action - you love taking the lead on challenging problems and hate sitting still.

• Be curious to learn about complex systems and problems.

• Have strong analytical skills and experience running and hypothesis-driven experiments and evaluating their results.

• Excellent communicator, in both written and verbal form.

• Strong collaboration in team environments, but able to act quickly as the decision-maker.

#ZR

INDHP

AltaStaff is an Equal Employment Opportunity Employer. We provide equal employment opportunities to all qualified applicants for employment without regard to age, race, color, creed, religion, sex, marital status, national origin, ancestry, citizenship, disability, veteran status, sexual orientation, or any other protected status, in accordance with applicable federal, state, and local laws.