Product Support Specialist | FinTech  

What Will You Do:

• Provide exceptional customer service while responding to, e-mail requests for help about our products and services
• Methodically identify, research, document, and find solutions for customer issues Provide Tier 1, the first point of contact, and basic troubleshooting for customer issues
• Document all customer requests and product feedback
• Report on ticket trends or FAQ’s in the inbox

What We'll Like About You:

• Someone with prior experience or interest in eCommerce or SaaS support
• Highly-skilled in written and verbal communications with both our team and our customers
• Curious--you enjoy asking questions to dig past the surface of a question
• Comfortable working with technology and providing technical support
• Skilled at explaining complex topics without the help of templates
• Have experience supporting multiple software products with varying feature sets
• Extremely patient-- sales tax can be painful and our goal is to ease that pain
• Comfortable handling a high volume of email support tickets
• Interested in understanding the ins-and-outs of sales tax (It’s a big topic!)
• Attentive to details

Details and How to Apply:

• This is Sales Tax-heavy customer support.
• This is a Sales Tax platform, and most customers that will be sending emails are in regard to tax processes and calculations.
• The client is looking for someone that is both customer-centric and technical when it comes to details.
• This is an email support role, so writing and comprehension are a Must!
• We are looking for someone that can transcend their proactive customer-centric support through their writing ( We want someone that can create a narrative through email to make it more personable for the customer).

Thank you and Good luck!!

You Have…

• 1 or more year’s worth of experience in a customer service or helpdesk role supporting software technology
• Excellent Customer Service skills and a demonstrated success exceeding customer expectations
• Familiarity with analysis and debugging skills (a plus!)
• Strong verbal and written communication and customer handling skill
• A background in handling financial or fintech-based accounts
• Working knowledge or interest in learning sales tax principles
• An ability to understand and communicate complex ideas to customers, both verbally and in written form
• An aptitude to quickly learn and navigate new technology, systems, and applications
• The ability to accept feedback gracefully and with an open mind
• An intermediate understanding of common Customer Experience best practices
• The ability to adapt/respond to different types of characters