Customer Support Specialist

Summary

Join Aiwyn's Customer Support team and provide front-line product support, troubleshoot software issues, and ensure customer satisfaction. You will develop a deep understanding of Aiwyn's software products to guide users, offer product training, and escalate complex issues. Working within a three-tiered support structure, you will collaborate with other support teammates, customer implementations and success, and software developers. The role involves managing and prioritizing support tickets, contributing to support documentation, and assisting in software setup and configuration for new and existing customers. Aiwyn is a fast-growing software company serving the accounting profession, offering competitive pay and a work-from-anywhere culture.

Requirements

• 1-2 years previous experience in a technical support role, preferably within a software startup environment
• Excellent problem-solving skills with a proactive approach to troubleshooting
• Strong communication skills, both written and verbal, with the ability to explain complex technical concepts to non-technical users
• Ability to adapt quickly and manage multiple tasks in a fast-paced, evolving environment
• Experience with structured query language (SQL)

Responsibilities

• Provide expert technical support to customers, troubleshooting software issues and ensuring a seamless user experience
• Assist in the setup, configuration, and optimization of our software for new and existing customers
• Collaborate closely with our development and product teams to identify, report, and resolve software bugs or feature requests
• Offer training and guidance to customers on best practices for using our software, via email, chat and virtual meetings
• Manage and prioritize support tickets, ensuring timely and accurate resolutions
• Contribute to the development of support documentation, FAQs, and knowledge base articles

Preferred Qualifications

• Familiarity with SaaS platforms and cloud-based software solutions
• Experience with customer relationship management (CRM) systems including Zendesk or JIRA
• Strong understanding of accounting principles and experience with accounting or accounts receivable software

Benefits

• Adventure travel stipend - you receive a $1,000 travel reimbursement on your work anniversary each year
• Remote, work-from-anywhere culture
• Flexible PTO
• World Class health benefits - we believe in fostering flourishing teams by providing benefits that go beyond the usual standards - Health, vision, dental, HSA/FSA, and mental health support
• Stock options - every Full Time Employee has ownership in Aiwyn's future and success
• 401(k) matching