Customer Support Representative

Remote (United States)

Job Details

Department: Support

Status: Full Time

Compensation: $26.00 - $28.50 per hour

About the Role

As a Customer Support Representative, you will provide technical support and troubleshooting for brokerage customers using a back-office software product. Support is primarily provided through email, with phone and chat as secondary channels. You will answer questions about product functionality, apply accounting knowledge when needed, troubleshoot and resolve software issues, escalate more complex cases, and provide a professional customer experience.

What You’ll Do

• Support customers primarily through email case work for a back-office software product, with phone and chat as secondary support channels.
• Log details of all support sessions and customer challenges in the ticketing system.
• Monitor and manage your own case workload and backlog, prioritizing and triaging cases as needed.
• Work with peers to troubleshoot and resolve customer issues and share product knowledge.
• Use interpersonal skills and product knowledge to diagnose, test, and resolve customer software challenges.
• Answer customer questions efficiently while maintaining excellent email and telephone etiquette.
• Work with broker accounts, applying knowledge of the relevant software platform to support account-level needs.
• Submit Jira tickets for identified bugs or issues and monitor their status through resolution.
• Facilitate conflict resolution and escalate issues appropriately.
• Identify opportunities to improve the product and customer experience based on customer feedback.

Qualifications

• 2-3 years of Customer Support experience is preferred.
• 2-3 years of experience using or supporting the relevant back-office software product is a plus.
• Accounting knowledge is ideal.
• Experience with Salesforce, Zendesk, Intercom, or a similar ticketing system is preferred.
• Knowledge of Remote Desktop is an asset.
• Chat support experience is a plus.
• Knowledge of the relevant software platform is a plus.
• Proficiency with Microsoft Office Suite or related software.