Customer Support Associate
About The Position
As a Customer Support Associate, you will be responsible for responding to client inquiries via live chat and email, troubleshooting and providing resolutions to customer challenges, and becoming a DebtBook product expert. You will also provide client training and ongoing product education as needed, work with the internal data team to ensure data updates are made correctly, and collaborate with the internal product and development teams to ensure the timely resolution of any product issues. Additionally, you will create or facilitate the production of support materials like FAQs, user guides, and user support articles to empower self-service and 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
- 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
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
Benefits
- Competitive salaries plus equity (stock options) for all employees
- Comprehensive health, dental, and vision insurance
- 401(k) with 4% employer match
- Generous leave policies (including unlimited PTO)
- Professional development opportunities and tuition reimbursement
- Family and wellness perks
- In-person social events
- Top-of-the-line equipment
- a newly furnished office
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
