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Client Support Specialist

Posted 2024-11-07

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💎 Seniority level: Previous experience in a similar client support role

📍 Location: AL, AZ, CA, CO, DC, DE, FL, GA, ID, IL, LA, MI, MA, MO, NC, NH, NJ, NV, NY, PA, OR, OH, RI, SC, TX, VA, WA, WI, CST, NOT STATED

💸 Salary: 24 USD per hour

🔍 Industry: Fintech

🏢 Company: Tapcheck Inc.

🗣️ Languages: English

⏳ Experience: Previous experience in a similar client support role

🪄 Skills: JiraCommunication SkillsAnalytical SkillsCollaboration

Requirements:
  • Ability to work Mon-Fri 11AM CST-7:00PM CST.
  • Bachelor's degree in computer science, information technology, finance, or related field or equivalent practical experience.
  • Previous experience in a similar client support role, preferably in fintech.
  • Strong technical aptitude and understanding of APIs and integration processes.
  • Excellent problem-solving skills for analyzing complex issues.
  • Exceptional verbal and written communication skills.
  • Customer-centric mindset and commitment to outstanding service.
  • Ability to work independently and collaboratively in a fast-paced environment.
  • Proficiency in ticketing systems and relevant support tools.
  • Flexibility to work evenings or weekends as needed.
Responsibilities:
  • Provide exceptional client support through various channels (email, chat, phone) to address inquiries and technical issues related to payroll and timeclock software integrations.
  • Drive customer support metrics such as first response time and Customer Satisfaction Ratings.
  • Collaborate with internal teams to troubleshoot and resolve issues effectively.
  • Develop understanding of client-facing features and articulate them clearly.
  • Act as a liaison between clients and internal teams, providing feedback.
  • Report system issues via Jira and document client interactions in Zendesk.
  • Contribute to the improvement of client support processes.
  • Collaborate with teams to onboard new clients ensuring successful post-launch experience.
  • Monitor tickets to identify trends that can improve client satisfaction.
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