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Customer Support Representative

Autobooks
  • Detroit, Michigan
    30+ days ago

    Job Description

    The Role: Customer Support Representative
     
    You will provide Small Business customers and Financial Institution employees with support via inbound phone, chat, and e-mail. 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!
     
    The 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
    The Requirements:
    • 3 days in the office (Downtown Detroit) , 2 days Remote
    • Thrive in fast-paced environment and are a 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
    The 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

    Numbers & Facts

    LocationDetroit, Michigan
    Websitehttps://www.autobooks.co/careers

    Skills

    • Accountingunmatched
    • Administrative Skillsunmatched
    • Banking Servicesunmatched
    • Communication Skillsunmatched
    • Consultingunmatched
    • Continuous Improvementunmatched
    • Copy Writingunmatched
    • Credit Unionunmatched
    • Customer Support/Serviceunmatched
    • Customer/Client Researchunmatched
    • Documentationunmatched
    • Financeunmatched
    • Identify Issuesunmatched
    • Information Technology & Information Systemsunmatched
    • Knowledge Managementunmatched
    • Laptop PCunmatched
    • Marketingunmatched
    • Merchant Servicesunmatched
    • Online Chatunmatched
    • Organizational Skillsunmatched
    • Presentation/Verbal Skillsunmatched
    • Problem Solving Skillsunmatched
    • Process Developmentunmatched
    • Product Engineeringunmatched
    • Product Supportunmatched
    • Quality Assuranceunmatched
    • Resolve Customer Issuesunmatched
    • Riskunmatched
    • Sales Managementunmatched
    • Small Businessunmatched
    • Software Administrationunmatched
    • Team Playerunmatched
    • Technical Supportunmatched
    • Training/Teachingunmatched
    • Use Casesunmatched
    • Wireless Communicationsunmatched
    • Writing Skillsunmatched

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