Customer Support Representative, Tier 1

ePayPolicy•Austin, TX

1d•Hybrid

About The Position

Every day, ePayPolicy helps over 10,000 insurance companies speed up incoming and outgoing payments. By helping them move from manual, outdated forms of payment collection to modern payment tools, we help their companies work faster and more efficiently. (Check out our almost 5-star customer reviews.) How do we do it? With powerful payment tools that just work. Our secure, online ACH and credit card payment page is the core product for many of our companies. But we also provide an integrated suite of helpful features for insurance companies of all sizes, including point-of-sale financing, payables network tools, and check reconciliation, all within a single dashboard. Our expert, live support team helps deliver exceptional care every day, with an industry-leading 97% customer retention rate. Our customers love us. We love them. Founded in 2014, our growing team is based in Austin, TX, and has clients in all 50 US states. We’ve grown over 300% in the last three years - with big plans for the future. We’re looking for a Customer Support Representative who is obsessed with delivering world-class service to join our vibrant company that’s growing fast. You will be a key player on our highly-rated support team, responding to customer inquiries with urgency and being available at a moment's notice when customers call for help.

Requirements

You have at least 2+ years of customer service experience at a SaaS company
You're reliable
You're flexible, resourceful, and thrive while working autonomously
You're able to think on your feet and solve problems
You can prioritize tasks and incoming requests accordingly
You love being customer-facing and you seek to understand how we can improve and over-deliver on expectations
You're very comfortable working in a fast-paced environment
You're often the first to volunteer, take initiative to think about the next project, and have a real passion for service
You're able to pick up new concepts quickly and teach others
You're experienced working in a team environment and juggling multiple projects
You possess excellent communication and problem-solving skills
You're patient and not easily flustered when handling tough cases

Nice To Haves

Familiarity with our industry and or banking is a plus
You've demonstrated software on conference calls and web-sharing
You're a pro at navigating between systems and using help desk software and tools

Responsibilities

Troubleshoot and solve customer issues in a timely manner with a positive attitude via emails, phone, live-chat, video conferencing, etc.
Work alongside cross-functional teams to resolve issues.
Assist with onboarding new customers via phone, and email.
Identify potential product up-sell opportunities and pitch solutions to customers.
Work on and resolve chargeback cases.
Assist with creating content for our growing Knowledge Base.
Offer assistance with

Benefits

Competitive salary
Comprehensive benefits package with employer-paid basic life and disability premiums
401K
Unlimited PTO
Company-sponsored quarterly “ePayItForward” initiatives
Supportive and inclusive company culture with a focus on work/life balance
Fully-stocked kitchen
Lunch stipend when working onsite
Open communication (We won’t box you in! If you have a cool idea for a product improvement or a suggestion on how to improve the customer experience, let’s talk about it. We value everyone’s ideas and opinions.)
Huge opportunity for growth