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