Customer Support Representative

The Role

You will provide Small Business customers and Financial Institution employees with support via inbound phone, chat, and e-mail. They look to you as their consultant and subject matter expert. You are very good at deep-dive troubleshooting (and enjoy it) while also relishing the 'people side': building relationships, representing our brand as our CEO would, and delivering outstanding customer service.

Responsibilities

• Develop a deep knowledge of the Autobooks software suite
• Partner with customers to resolve issues through phone, email, and live chat
• Troubleshoot low to medium complexity software issues that lack a previous known resolve; utilize discovery questions and process of elimination; identify potential solutions
• Diagnose software issues and engage with our Product and Engineering teams using established processes
• Answer routine how-to questions and help customers navigate a variety of use-cases
• Complete tickets and administrative tasks with accuracy and care
• Contribute to knowledge management documentation for external/internal customers
• Aid other functional areas with tasks from technical or administrative work to outbound calling initiatives

Requirements

• 3 days in the office (Downtown Detroit), 2 days Remote
• Thrive in fast-paced environment and are a organized self-starter
• Ability to help customers with software or hardware – you are comfortable and proficient with technology
• Ability to use dual monitors (laptop + extra monitor), wireless headset/mouse and navigate multiple internal systems, with ninja like precision!
• You can navigate through many screens and tools with ease
• Strong verbal and written communication skills; wide vocabulary, spelling accuracy and WPM
• Collaborative, fast-moving, and comfortable with change
• Fast learner; applies prior learning to new situations
• High levels of empathy, patience, and problem-solving abilities

Benefits and Perks

• Flexible, entrepreneurial work environment
• Open and fun workspace in downtown Detroit
• Casual dress code
• Healthcare (health insurance, dental and vision coverage, life insurance)
• 401k plan
• Free parking