Customer Support Specialist

Summary

Join AffiniPay's Customer Support Team as a Customer Support Specialist, Payments, and ensure every customer receives consistent and reliable service. You will be responsible for answering inbound customer support calls, responding to inquiries via email and ticketing systems, and educating customers on AffiniPay products. The ideal candidate possesses excellent interpersonal and communication skills, is analytically minded, detail-oriented, and skilled at problem-solving. A bachelor's degree and 2+ years of customer support experience are required. AffiniPay offers award-winning benefits, including fully covered medical, dental, and vision insurance, flexible paid time off, a 401k with company match, bonuses, and professional development opportunities.

Requirements

• Bachelor’s degree
• 2+ years experience in a customer support role
• Must have excellent interpersonal and professional communication skills; both written and verbal.  Must be friendly, clear, and strong speakers
• Maintain a high level of professionalism, integrity, and ethics
• Excellent time management and people skills
• Works well in a team setting
• Must be able to react positively to difficult situations
• Knowledge of Windows, PowerPoint, Word, Excel, or similar programs required
• Must be able to answer inbound support calls daily

Responsibilities

• Answer inbound customer support calls and provide necessary product troubleshooting and support
• Timely response to incoming customer support inquiries via email, phone, and support ticketing system
• Ensure customers receive consistent and reliable service and support during every interaction
• Stay informed and knowledgeable regarding new product releases
• Document found issues and steps to reproduce
• Investigate issues reported by customers
• Educate our customers on how to use AffiniPay/LawPay/CPACharge products
• Other duties as assigned

Benefits

• All employees receive fully covered medical, dental and vision coverage - Choose from our 2 available health plans based on what fits you and/or your family!
• Have some fur babies? - We offer them insurance too!
• RELAX and enjoy your time away with our flexible paid time off policy!
• We will help you plan for your future - 401K, or RRSP if in Canada, with a company match
• Competitive compensation packages that include mid-year and end-of-year bonuses and equity options for all full-time employees
• Health Wellness Program that includes nutrition consultations, mental health apps, and access to discounted memberships
• Have plans to grow your family? - Parental resources, including 16 weeks of paid time off for primary caregivers
• Professional development opportunities including mentorships, leadership programs and our AffiniPayU courses
• We believe it is important to give back with our Matching Gift Program and organized activities focused on donations, volunteerism and supporting the local communities throughout the country
• D&I initiatives provide educational opportunities regarding multicultural issues, tolerance, and celebrating diversity among our entire staff
• An incredible, in-office experience at our headquarters in Austin and San Diego including free lunch delivery, a fully stocked kitchen, and some “sweet” surprises for those afternoon pick-me-ups