Customer Success Associate supporting Wordly’s real - time translation platform through technical support and glossary development. Managing customer materials, ticket triage, validation, and consultative guidance.
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
Requirements
- 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
Benefits
- 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
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