Customer Support Associate

Full-time - Entry Level

Charlotte, NC

About the position

DebtBook was created and continues to develop in partnership with the government and nonprofit finance industry. At DebtBook, the Client Support team drives great client outcomes, through responsive, customer-focused service. We look at every interaction with our customers as an opportunity to learn and improve ourselves, our team, and our product. You will be involved in all aspects of product support, including answering questions, updating client data, demonstrating the product, educating clients and more. DebtBook looks to the Client Support team members for input on key decisions to improve the entire client experience. This role will support a national client-group and regularly provides Client Support from 10am-7pm Eastern.

Responsibilities

• Respond to client inquiries via live chat and email
• Troubleshoot and provide resolution to customer challenges
• Become a DebtBook product expert
• Provide client training and ongoing product education as needed
• Work with the internal data team to ensure data updates are made correctly
• Work with the internal product and development teams to ensure the timely resolution of any product issues
• Create or facilitate the production of support materials like FAQs, user guides, and user support articles to empower self-service
• Engage with clients, post-implementation, to understand their experience and drive success

Requirements

• Experience in a people-focused, customer service role, software product support experience strongly preferred
• Proficient in all Microsoft Excel, including formulas and functions
• Proficiency in data manipulation and analysis in Excel is required
• Excellent analytical, problem-solving, and decision-making skills
• Exceptional written communication skills
• Empathetic, positive attitude with a commitment to our client’s success
• Highly organized with a high level of accuracy and attention to detail is required
• A strong sense of service and a passion for technology
• Comfort in a fast moving startup environment
• Must be able to operate independently and effectively through periods of uncertainty, ambiguity and change
• Demonstrated ability to relate well to individuals and groups with widely varying backgrounds, perspectives, education and skills is required

Nice-to-haves

• Experience with accounting and/or bond math is preferred
• BONUS experience with municipal debt or lease accounting is highly valued
• Bachelor’s Degree in Accounting or Finance preferred

Benefits

• Real stock instead of just options
• Self-managed PTO
• Flexible work hours
• Generous leave policies
• Health, dental, and vision insurance
• Top-of-the-line equipment for remote workers
• Stipends for remote workers to set up their ideal work space
• Lunch & Learns and professional development opportunities
• Formalized career paths
• Opportunities to engage with industry leaders
• Celebration of team successes with in-office coffee and donut breaks, happy hours, and team activities