Customer Support Specialist, Balance Support
Tapcheck
π΅ $39k
πRemote - United States
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Job highlights
Summary
Join Tapcheck as a Customer Support Specialist to provide exceptional customer service, resolve issues, and contribute to the growth of our digital platform offering on-demand earnings early.
Requirements
- Availability: Flexibility to adapt working hours, including evenings or weekends, to align with the needs of the team and customers or to address urgent support requirements
- Professional Experience: Proven track record in a comparable customer support role, ideally within the fintech industry or a related field
- Technical Proficiency: Proficiency in utilizing ticketing systems, CRM platforms, and other relevant support tools. Advanced understanding of time clock and payroll systems, displaying expertise in troubleshooting and navigating these platforms effectively
- Payroll Software Proficiency: Familiarity with processing reports from various payroll software, highlighting the ability to manage and interpret data effectively
- Time Clock Functionality: Understanding the functionality of time clock programs, allowing for comprehensive support and guidance to clients utilizing time tracking solutions
- Report Management Skills: Comfortable running, exporting, and uploading reports, indicating a high level of proficiency in handling data within the context of time clock, payroll, and earned wage access systems
- Problem-Solving Skills: Exceptional problem-solving skills, enabling the analysis and effective troubleshooting of complex issues
- Communication Proficiency: Outstanding verbal and written communication skills, with the capacity to articulate technical concepts clearly and concisely to customers
- Customer-Centric Mindset: A customer-centric approach with a genuine passion for delivering exceptional service and promptly resolving customer issues
- Adaptability: Ability to work independently and collaboratively in a dynamic, fast-paced environment. Proficient in managing multiple priorities and meeting Service Level Agreements (SLAs)
Responsibilities
- Respond promptly to incoming customer inquiries with a focus on delivering accurate and satisfactory responses to their inquiries and concerns
- De-escalate situations involving dissatisfied customers by providing patient assistance and empathy, ensuring a positive experience
- Develop a profound understanding of our customer-facing features, portals, functionalities, and integration processes. Articulate these details clearly and concisely to customers
- Guide customers through troubleshooting processes, assisting them in navigating the Tapcheck app and utilizing our products or services effectively
- Drive key customer support metrics, including first response time, full resolution time, and Customer Satisfaction Ratings, to enhance overall service quality
- Collaborate seamlessly with internal teams such as Customer Support, Account Management, and Onboarding Managers to identify, troubleshoot, and efficiently resolve issues
- Work closely with other call center professionals to continuously enhance customer service standards through shared insights and best practices
- Create a distinctive customer experience that sets Tapcheck apart, leaving customers with a positive and lasting impression
- Be proficient in processing reports from various payroll software, understanding the intricacies involved in managing payroll systems
- Understand the functionality of time clock programs, applying this knowledge to effectively address customer queries and provide tailored support
- Comfortably run, export, and upload reports, displaying technical competency in managing data related to time clock, payroll, and earned wage access systems
Benefits
- Paid Time Off
- Health Insurance
- Dental Insurance
- Vision Insurance
- 401K Match
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