SMB Customer Support Specialist at Autobooks

Detroit, Michigan, United States -

Full Time

Start Date

Immediate

Expiry Date

24 Jun, 26

Salary

0.0

Posted On

26 Mar, 26

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Troubleshooting, Customer Service, Inbound Phone Support, Chat Support, Email Support, Deep-Dive Troubleshooting, Relationship Building, Problem Solving, Probing Questions, Product Knowledge, Process Navigation, Software Diagnosis, Knowledge Management, Empathy, Patience, Technology Proficiency

Industry

Financial Services

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

Responsibilities

The role involves providing support to Small Business customers and Financial Institution employees via phone, chat, and email, acting as a subject matter expert for product and process inquiries. Responsibilities include developing deep software knowledge, troubleshooting low to medium complexity issues, diagnosing software problems, and contributing to knowledge management documentation.