About the role

Technical Support Specialist troubleshooting customer issues for accounts receivables solutions company. Ensuring seamless technical experience and onboarding for users.

Responsibilities

Provide timely and effective technical support to customers through various channels (email, phone, chat)
Troubleshoot and resolve customer inquiries, issues, and complaints efficiently, ensuring a seamless experience
Escalate complex Tier 3 issues to the appropriate teams and follow up to ensure resolution
Assist in developing and refining customer support processes and systems to improve efficiency
Contribute to the creation of support documentation and resources to enhance customer self-service options
Monitor customer health and proactively address any potential issues to improve retention and satisfaction
Onboard new customers, ensuring a smooth transition and successful adoption of the product
Build strong relationships with customers to understand their needs and provide tailored solutions
Conduct regular check-ins with customers to ensure they are maximizing the value of the product

Prior experience with merchant accounts, onboarding new merchants, payment gateways, and underwriting processes, including merchant underwriting or application review, is highly desirable
Knowledge of accounting and related computer systems
Strong troubleshooting skills and attention to detail
Ability to think critically and solve problems efficiently
Collaborative and able to work well within a team environment
Clear and concise communication skills, both written and verbal
Ability to convey complex information in an easy-to-understand manner
Takes initiative and is proactive in identifying and addressing customer needs
Strong work ethic and ability to work independently
Strategic thinker with a growth mindset
Passionate about helping customers and providing exceptional service
Ability to quickly learn new technologies and systems
Bonus! An understanding of SMB needs and invoicing
Nice to Have’s Familiarity with QuickBooks and/or Xero is highly desirable
Consulting experience

Healthcare Spending Account assisting you and your family with your most important health needs
Opportunity to grow further in your role as the company scales
Stocked kitchen with local coffee and snacks
Mac laptops so you can do your best work
A true startup experience with well-funded backing, a strong runway and clear growth trajectory