Chat and Ticket Support Specialist

Chat And Ticket Support Specialist

Are you a customer service enthusiast with a knack for problem-solving and a passion for creating exceptional customer experiences? We're looking for a dedicated Customer Support Specialist to join our team and serve as a frontline ambassador for our balance support customers, primarily through chat and email based interactions.

In this role, you won't be on the phones; instead, you'll be the expert responding to customer inquiries and concerns through various ticketing systems. You'll master our customer-facing features, guide users through troubleshooting, and ensure every customer interaction is positive.

Location: Plano Compensation: $20.00/hr Schedule: 6 Week Training period: Monday-Friday 8am-5pm | Post training period: Tuesday-Saturday or Sunday-Thursday, 10am-7pm (Hybrid)

Responsibilities:

• Engage Customers: Respond promptly and accurately to customer inquiries via chat, ensuring their questions are answered and concerns are addressed within Zendesk primarily, and other relevant ticketing software.
• Champion Satisfaction: De-escalate challenging situations with patience and empathy, leveraging ticketing system features to track and resolve issues, turning dissatisfied customers into happy ones.
• Master Our Product: Become an expert on our customer-facing features, portals, and functionalities, clearly explaining them to customers through chat, and documenting solutions within our ticketing systems.
• Guide & Educate: Help customers troubleshoot issues and effectively navigate our products and services, utilizing the full capabilities of our support tools.
• Drive Metrics: Contribute to improving key customer support metrics like first response time, resolution time, and Customer Satisfaction Ratings, directly impacted by efficient use of ticketing software.
• Collaborate Cross-Functionally: Work with internal teams (Customer Support, Account Management, Onboarding) by logging, tracking, and escalating issues seamlessly within Zendesk primarily, and other integrated platforms.
• Enhance Service Standards: Collaborate with other professionals to continuously improve our customer service standards, often by identifying trends and opportunities within our ticketing data.
• Create Unique Experiences: Deliver a distinctive customer experience that sets our company apart, enhanced by streamlined and personalized support through our chat and ticketing systems.
• Leverage Payroll Expertise: Process reports from various payroll software and understand the intricacies of managing payroll systems, often by extracting and inputting data into relevant tickets.
• Understand Time Clock Functionality: Apply your knowledge of time clock programs to address customer queries and provide tailored support, documenting interactions and solutions within ticketing software.
• Manage Reports: Comfortably run, export, and upload reports, demonstrating technical competency in handling data related to time clock, payroll, and earned wage access systems, often for direct use or attachment within ticketing systems.

Qualifications:

• Extensive Ticketing Software Proficiency: Demonstrated expertise in using Zendesk, Salesforce Service Cloud, Jira Service Management, and other similar ticketing systems and CRM platforms for chat-based customer service. You'll be skilled in navigating, documenting, and managing customer interactions within these tools.
• Professional Experience: A proven track record in a comparable customer support role, ideally within the FinTech industry or a related field, with a strong emphasis on chat support and ticketing system management.
• Technical Proficiency: Advanced understanding of time clock and payroll systems, including troubleshooting and navigation, and the ability to log and track these issues within ticketing software.
• Payroll Software Proficiency: Familiarity with processing reports from various payroll software, demonstrating the ability to manage and interpret data effectively, often integrating with our support platforms.
• Time Clock Functionality Knowledge: A strong understanding of time clock programs to provide comprehensive support and guidance to clients, documenting all interactions within our ticketing systems.
• Report Management Skills: Proficient in running, exporting, and uploading reports, showing a high level of data handling within time clock, payroll, and earned wage access systems, often in conjunction with ticketing system processes.
• Problem-Solving Skills: Exceptional ability to analyze and effectively troubleshoot complex issues, leveraging the features of our ticketing systems to diagnose and resolve problems efficiently.
• Communication Proficiency: Outstanding written communication skills, with the ability to clearly articulate technical concepts to customers via chat and within ticketing system notes.
• Customer-Centric Mindset: A genuine passion for delivering exceptional service and promptly resolving customer issues, with a strong understanding of how to optimize ticketing system workflows for customer satisfaction.
• Adaptability: The ability to work independently and collaboratively in a fast-paced environment, managing multiple priorities and meeting Service Level Agreements (SLAs) within our ticketing software.
• Flexibility: Adaptability to work varying hours, including evenings or weekends, to meet team and customer needs.

Benefits:

• Health
• Dental
• Vision
• Paid Holiday

Compensation / Pay Rate (Up to): $20.00 - $20.00