Customer Support Specialist

November 7

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Tapcheck

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Financial Services • Fintech • Payments • Payment Technology • Financial Technology

51 - 200

💰 Venture Round on 2023-04

Description

• The Customer Support Specialist, Balance Support will be the frontline ambassador, handling customer calls with precision and providing accurate solutions to queries and concerns. • This role involves mastering our customer-facing features, guiding users through troubleshooting, and ensuring a positive customer experience. • Beyond resolving issues, this role will include collaborating cross-functionally to drive key support metrics, contributing to the training of new team members, and actively participating in creating a distinctive customer service culture that sets Tapcheck apart as an Earned Wage Access provider. • Your expertise will extend to processing reports from various payroll software, understanding time clock functionality, and efficiently managing data to ensure seamless support.

Requirements

• Availability: Flexibility to adapt working hours, including evenings or weekends, to align with the needs of the team and customers or to address urgent support requirements • Professional Experience: Proven track record in a comparable customer support role, ideally within the fintech industry or a related field. • Technical Proficiency: Proficiency in utilizing ticketing systems, CRM platforms, and other relevant support tools. Advanced understanding of time clock and payroll systems, displaying expertise in troubleshooting and navigating these platforms effectively. • Payroll Software Proficiency: Familiarity with processing reports from various payroll software, highlighting the ability to manage and interpret data effectively. • Time Clock Functionality: Understanding the functionality of time clock programs, allowing for comprehensive support and guidance to clients utilizing time tracking solutions. • Report Management Skills: Comfortable running, exporting, and uploading reports, indicating a high level of proficiency in handling data within the context of time clock, payroll, and earned wage access systems. • Problem-Solving Skills: Exceptional problem-solving skills, enabling the analysis and effective troubleshooting of complex issues. • Communication Proficiency: Outstanding verbal and written communication skills, with the capacity to articulate technical concepts clearly and concisely to customers. • Customer-Centric Mindset: A customer-centric approach with a genuine passion for delivering exceptional service and promptly resolving customer issues. • Adaptability: Ability to work independently and collaboratively in a dynamic, fast-paced environment. Proficient in managing multiple priorities and meeting Service Level Agreements (SLAs).

Benefits

• Paid Time Off • Health Insurance • Dental Insurance • Vision Insurance • 401K Match