Enterprise Support Specialist
New
B
BranchFinTech
REMOTE within the United States of AmericaFull-Time
Salary60-65k
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Job Details
- Required Skills
- Project ManagementMicrosoft ExcelSaaSGoogle SheetsZendesk
Requirements
- Previous B2B support experience in SaaS and/or fintech
- Proficient in Excel / Google Sheets
- Excellent communicator both verbal and written
- Problem Solver - Ability to identify, troubleshoot issues, and propose simple solutions
- Coachable - Open to feedback and can show improvement
- Project management experience (preferred)
- Experience with Zendesk support software (preferred)
Responsibilities
- Coordinate solutions for customers whose operations depend on Branch products by troubleshooting technical issues, providing educating moments, and maintaining a feedback loop in order to support customer retention.
- Investigate and resolve technical issues stemming from integrations.
- Triage, escalate, and partner with various teams such as Customer Success, Account Management, User Support, Risk, and Engineering to ensure timely resolution and mitigate likelihood of repeat incidents.
- Use internal and third-party customer support and configuration tools to troubleshoot and resolve issues.
- Understand the customer experience and identify areas to improve the product and/or operations.
- Provide phone support and customer callbacks.
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