Customer Support Representative

Customer Support Representative

You will provide Small Business customers and Financial Institution employees with support via inbound phone, chat, and email. They look to you as their consultant and subject matter expert. You are very good at deep-dive troubleshooting (and enjoy it) while also relishing the 'people side': building relationships, representing our brand as our CEO would, and delivering outstanding customer service. Having traits of a 'techie', 'detective', 'investigator', 'teacher', or 'counselor' will serve you well in critically thinking to identify and solve problems and gain callers' trust. You genuinely love and/or enjoy talking with people - not simply tolerate them for the job. This includes whether they are thrilled or flustered. You can ask the right probing questions and take pride in meaningful one-on-one conversations, going beyond the transactional. You assist callers with questions about our product and processes. It is important that you can connect with a wide and varied range of small business owners in all industries and bank/credit union staff members from Teller to VP. Future opportunities in our company include roles in Customer Success, Risk/Merchant Services, Account Management, Product Support, QA, IT, Engineering, Design, Copywriting, Marketing, Finance/Accounting, HR, and more!

Responsibilities:

• Develop a deep knowledge of the Autobooks software suite
• Partner with customers to resolve issues through phone, email, and live chat
• Troubleshoot low to medium complexity software issues that lack a previous known resolve; utilize discovery questions and process of elimination; identify potential solutions
• Diagnose software issues and engage with our Product and Engineering teams using established processes
• Answer routine how-to questions and help customers navigate a variety of use-cases
• Complete tickets and administrative tasks with accuracy and care
• Contribute to knowledge management documentation for external/internal customers
• Ability to support and build rapport with Small Businesses of all sizes and types, as well as bank and credit union employees at all levels
• Have a continuous improvement mindset
• Ask probing questions to gain insights on customers' needs, and attempt to expand or retain their business where applicable
• Aid other functional areas with tasks from technical or administrative work to outbound calling initiatives

Requirements:

• 3 days in the office (Downtown Detroit), 2 days remote
• Thrive in fast-paced environment and are an organized self-starter
• Ability to help customers with software or hardware you are comfortable and proficient with technology.
• Ability to use dual monitors (laptop + extra monitor), wireless headset/mouse and navigate multiple internal systems, with ninja like precision! You can navigate through many screens and tools with ease.
• Strong verbal and written communication skills; wide vocabulary, spelling accuracy and WPM
• Collaborative, fast-moving, and comfortable with change
• Fast learner; applies prior learning to new situations
• High levels of empathy, patience, and problem-solving abilities

Benefits and Perks:

• Flexible, entrepreneurial work environment
• Open and fun workspace in downtown Detroit
• Casual dress code
• Healthcare-health insurance, dental and vision coverage, life insurance
• 401k plan
• Free parking