Customer Support Representative I

Summary:

• Job Title: Customer Support Representative I
• Job Status: Full Time 
• Location: 100% remote
• Compensation: Hourly (Non-Exempt) 
• Position Type: Direct Hire, note, this is not a contract role
• Pay Range: $20.00/hour
• Shift: 10:00 AM - 7:00 PM ET, Monday - Friday

Do you love solving problems and have a passion for helping others? Are you looking for a fast-paced environment where you have the freedom to challenge the status quo and the opportunity to exceed expectations daily? Then our Customer Support Representative may be the position for you. This position requires fast learning, sleuth-like skills at times, and an unflappable positive attitude.

What You'll Be Doing: 

• Approximately 95% of your time will be spent with customers delivering exceptional customer service experiences through personalized interactions with customers via phone, live online chat, and email (no robots here!)                                    
• Utilize your expertise and problem-solving abilities to assist customers with software support regarding accounting, payroll, and tax-related software inquiries.
• Act as a liaison between customers and internal teams to provide valuable insights for product development and enhancements.
• Continuously expand your knowledge of the software, new features, and accounting and payroll best practices.
• Work independently for approximately 80% of the day, while collaborating remotely with team members and attending meetings as needed.
• Handle sensitive customer information securely and follow the company's data protection protocols.
• Maintain strong attention to detail and ensure accurate and timely documentation of customer interactions.
• Offer guidance and support to customers regarding new product features and software functionality.

Please note this is a sample of what you'll be doing. This job requires you to be able to adapt to change quickly in order to deliver an exceptional customer experience. Your duties, responsibilities, and activities may change at any time with or without notice.

What You'll Need: 

• Previous experience in customer service, with strong communication skills, both verbal and written.
• Self-motivated and able to work independently in a fast-paced environment for approximately 80% of the day, effectively managing tasks without constant supervision. 
• Proficient with technology, with the ability to quickly learn and adapt to new software and tools.
• Must have the ability to handle sensitive customer information securely and adhere to the company's data protection protocols.
• Strong attention to detail with the ability to accurately document customer interactions in a timely manner.
• Efficiently manage multiple tasks simultaneously, including answering customer calls, responding to emails, and handling chats. This role requires the ability to perform these tasks in a timely manner while maintaining a professional and efficient workflow. 
• This role requires sitting or standing for extended periods (8+ hours) while working on a computer. 
• Consistent, Reliable High-Speed Internet Access
• Dedicated, quiet workspace free from distractions

Nice to Have: 

• Working knowledge of USA-based payroll and payroll tax
• Experience with CRM software
• Familiarity with payroll or accounting software 

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Location & Commitments

• Full-time, direct-hire, 100% remote role
• Open to candidates legally eligible to work in the United States
• Not open to applicants residing in: Alaska, California, Hawaii, Washington D.C.
• Core hours: 10:00 AM - 7:00 PM ET, Monday–Friday
• Some flexibility is required during busy seasons or critical "right-now" moments