Customer Support Representative

Autobooks•Detroit, MI

2d•Hybrid

About The Position

You will provide Small Business customers and Financial Institution employees with support via inbound phone, chat, and e-mail. They look to you as their consultant and subject matter expert. You are very good at deep-dive troubleshooting (and enjoy it) while also relishing the ‘people side’: building relationships, representing our brand as our CEO would, and delivering outstanding customer service. Having traits of a ‘techie’, ‘detective’, ‘investigator’, ‘teacher’, or ‘counselor’ will serve you well in critically thinking to identify and solve problems and gain callers’ trust. You genuinely love and/or enjoy talking with people - not simply tolerate them for the job. This includes whether they are thrilled or flustered. You can ask the right probing questions and take pride in meaningful one-on-one conversations, going beyond the transactional. You assist callers with questions about our product and processes. It is important that you can connect with a wide and varied range of small business owners in all industries and bank/credit union staff members from Teller to VP. Future opportunities in our company include roles in Customer Success, Risk/Merchant Services, Account Management, Product Support, QA, IT, Engineering, Design, Copywriting, Marketing, Finance/Accounting, HR, and more!

Requirements

3 days in the office (Downtown Detroit) , 2 days Remote
Thrive in fast-paced environment and are a organized self-starter
Ability to help customers with software or hardware – you are comfortable and proficient with technology.
Ability to use dual monitors (laptop + extra monitor), wireless headset/mouse and navigate multiple internal systems, with ninja like precision! You can navigate through many screens and tools with ease.
Strong verbal and written communication skills; wide vocabulary, spelling accuracy and WPM
Collaborative, fast-moving, and comfortable with change
Fast learner; applies prior learning to new situations
High levels of empathy, patience, and problem-solving abilities

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 that lack a previous known resolve; utilize discovery questions and process of elimination; identify potential solutions
Diagnose software issues and engage with our Product and Engineering teams using established processes
Answer routine how-to questions and help customers navigate a variety of use-cases
Complete tickets and administrative tasks with accuracy and care
Contribute to knowledge management documentation for external/internal customers
Ability to support and build rapport with Small Businesses of all sizes and types, as well as bank and credit union employees at all levels
Have a continuous improvement mindset
Ask probing questions to gain insights on customers’ needs, and attempt to expand or retain their business where applicable
Aid other functional areas with tasks from technical or administrative work to outbound calling initiatives