Customer Support Specialist, Balance Support (Bilingual Spanish)

Summary

Join our team as a Customer Support Specialist, Balance Support at Tapcheck! As the frontline ambassador, you'll handle customer calls with precision, provide accurate solutions to queries and concerns, and contribute to creating a distinctive customer service culture.

Requirements

• Fluency in both English and Spanish (written and spoken)
• 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