Customer Support Representative

Autobooks • Detroit, MI

4d • Hybrid

About The Position

The Customer Support Representative provides support to small-business customers and financial-institution employees through inbound phone, chat, and email. The representative serves as a consultant and subject matter expert, combining deep-dive troubleshooting with relationship-building and outstanding customer service. The role involves assisting callers with questions about products and processes and building trust with a diverse range of small-business owners and bank and credit-union employees. The position is hybrid, with three days in the downtown Detroit office and two days remote. Future opportunities at the company may include roles in Customer Success, Risk/Merchant Services, Account Management, Product Support, QA, IT, Engineering, Design, Copywriting, Marketing, Finance/Accounting, and HR.

Requirements

• Thrive in a fast-paced environment and be an organized self-starter.
• Be comfortable and proficient with technology, including helping customers with software or hardware.
• Be able to use dual monitors (laptop and extra monitor), a wireless headset and mouse, and multiple internal systems.
• Have strong verbal and written communication skills, a wide vocabulary, spelling accuracy, and typing speed.
• Be collaborative, fast-moving, and comfortable with change.
• Be a fast learner who applies prior learning to new situations.
• Demonstrate high levels of empathy, patience, and problem-solving ability.
• Enjoy talking with people and be able to build meaningful one-on-one relationships with customers who may be thrilled or flustered.
• Be able to ask probing questions and communicate with a wide range of small-business owners and bank and credit-union employees.

Responsibilities

• Develop a deep knowledge of the Autobooks software suite.
• Partner with customers to resolve issues through phone, email, and live chat.
• Troubleshoot low- to medium-complexity software issues without a previously known resolution by asking discovery questions, using process of elimination, and identifying potential solutions.
• Diagnose software issues and engage Product and Engineering teams through established processes.
• Answer routine how-to questions and help customers navigate a variety of use cases.
• Complete tickets and administrative tasks accurately and carefully.
• Contribute to knowledge-management documentation for external and internal customers.
• Support and build rapport with small businesses of all sizes and types, as well as bank and credit-union employees at all levels.
• Maintain a continuous-improvement mindset.
• Ask probing questions to understand customers’ needs and, where applicable, attempt to expand or retain their business.
• Assist other functional areas with technical or administrative tasks and outbound-calling initiatives.

Benefits

• Flexible, entrepreneurial work environment.
• Open and fun workspace in downtown Detroit.
• Casual dress code.
• Healthcare coverage, including health, dental, and vision insurance, and life insurance.
• 401(k) plan.
• Free parking.

What This Job Offers

• Job Type: Full-time
• Education Level: No Education Listed