Client Support Specialist

Fintech LLC, based in Tampa, Florida, provides an integrated platform that centralizes invoice data and payments, POS and delivery data, product and cost compliance, price book management, and industry market data using AI, seamless integration capabilities, and proprietary automation technology for over 1.1 million B2B relationships in the retail, hospitality, and alcohol industries.

About the role

The Client Support Specialist ensures a successful implementation of retailer and distributor relationships. This position combines customer support, problem solving, financial operations support, technical assistance, and other key functions to uphold Fintech’s philosophy of providing excellent customer service. The Client Support Specialist serves as the primary customer contact through the implementation process, proactively managing relationships by keeping customers informed of setup status, addressing issues, providing best-practice suggestions, and ensuring training and readiness for the agreed-upon effective date.

Responsibilities

• Ensure all customer calls and email requests are responded to appropriately and on a timely basis.
• Perform timely maintenance on customer accounts as part of the setup process.
• Generate new revenue from existing customers through upselling and cross-selling of other Fintech products and services.
• Create and maintain customer locations and relationships in the Fintech databases.
• Obtain and evaluate all relevant information to handle product and service inquiries.
• Maintain knowledge of Fintech policies, products, services, and internal procedures.
• Educate customers on Fintech website and processes.
• Maintain professional skills to ensure customer satisfaction.
• Formulate recommendations for system enhancements and process improvements to increase efficiencies for both the customer support department and customer end-user experience.
• Assist with updating SOPs and creating training documentation for internal and external use.
• Keep management apprised of critical customer situations.
• Promote positive interactions with all Fintech business units.

Requirements

• Excellent verbal and written communication in Spanish required.
• Minimum three years of customer service experience.
• Excellent interpersonal skills.
• Strong verbal and written communication skills in English.
• People-oriented and customer-focused mindset.
• Problem analysis and problem-solving ability.
• Ability to share solution knowledge effectively.
• Strategic thinking ability.
• Detail-oriented with exceptional organizational skills and the ability to prioritize assignments.
• Ability to produce results quickly and accurately.
• Motivated, independent, and able to work under pressure to meet deadlines.
• Fluent Windows user with a basic understanding of database operation.
• Proficient in Microsoft Office applications (Word, Excel, PowerPoint, Outlook).
• Project management and ACH processing experience a plus.
• Experience in helpdesk or ticketing systems a plus.

Benefits

• Hybrid work arrangement.
• Employer-matched 401K.
• Company-paid medical insurance with an option for employee and dependent children.
• Company-paid dental insurance for the employee.
• Company-paid vision insurance for the employee.
• Company-paid long- and short-term disability insurance.
• Company-paid life and AD&D insurance.
• 18 paid vacation days a year.
• Six paid holidays.
• Employee recognition programs.
• Community outreach opportunities.
• Business casual dress code.

Schedule

10:00 AM to 7:00 PM EST.