ESSENTIAL FUNCTIONS
- Front-line customer and technical support specific to our Community Operation products including DNS management, email management, accounting integrations, and user databases
- Support client questions and issues by gathering data about the problem they are experiencing, analyzing their needs, then evaluating possible resolutions and implementing the best solution to meet the customer's specific situation
- Document and track all customer issues within the appropriate tracking system
- Identify and escalate priority issues to appropriate resources (e.g., Level 2, Level 3, etc.)
- Follow up with clients and ensure scheduled callbacks are made to clients when necessary
- Stay current with product updates, industry trends, system changes, and customer support best practices
- Remotely access the client's computers for additional troubleshooting
- Provide a high level of customer support to all clientele at all times
- Review client bank statements to reconcile client payouts/deposits
- Utilize our accounting software to assist clients with payment-related questions
- Research client payouts/deposits
- Identify payment details
- Review client payment setup
- Assist with client payment refunds
- Assist with payment disputes
- Utilize internal payment tools and 3rd party integrations to support clients
- Educate clients on our payment products and tool utilization
- Educate and support our level one team members
- Other duties as assigned
SKILLS & QUALIFICATIONS
- Bachelor's degree in business, computer science, information systems, liberal arts or related field or equivalent experience
- 1-2 years in SaaS technical customer service/support setting
- Thoroughly understand, reproduce, and solve technical issues
- Support customers via chat, email and phone with strong writing skills and excellent phone etiquette
- Handle escalated cases and customers from the Support team with a high sense of urgency and follow through
- Passionate about continual learning and sharing knowledge
- Excellent troubleshooting skills
- Escalated technical troubleshooting support for customers
- Communicate technical information to non-technical customers
- Comfortable supporting software both remotely and directly
- Strong team player who understands that proactive customer service comes first before anything else
- Flexible and open to changing priorities and managing multiple tasks simultaneously within compressed time frames
- Ability to work cross-functionally with many people without being constrained by your job function
- Collaborative, upbeat work ethic where you can take ownership and have fun
- Excellent written and verbal communication skills
- Demonstrated use of CRM applications
$19.23 - $20.19 an hour
This position may be based remotely and pays $19.23 - $20.19 per hour.
Benefits include the following:
• Medical, Dental, and Vision
• Company sponsored Life Insurance
• Voluntary Short-Term Disability, Long-Term Disability, and Life Insurance
• FSA/HSA
• Paid Time Off
• Sick Time
• Internet Reimbursement
• 401k match
FRONTSTEPS is proud to be an equal opportunity employer. All qualified applicants receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.