Customer Support Specialist, Infinity

Aquila Software Group•Miramar, FL

13d•Remote

About The Position

Infinity Software, part of Aquila since 2021, develops software for alternative lending institutions to assist individuals regardless of financial history. Their customizable platform manages loan products, marketing, collections, analytics, and reporting. The Customer Support Specialist will report to the Senior Manager, Customer Success and serve as the primary contact for 20-40 clients in the US and Canada. This role involves managing inquiries, troubleshooting technical issues, and guiding users through software features, requiring the ability to handle multiple priorities, provide real-time assistance via phone, chat, and email, and maintain clear communication for an exceptional client experience. This is a full-time, fully remote position within the United States or Canada, with working hours aligned to 9am - 5pm PST.

Requirements

2+ years of experience in technical customer support, ideally in a startup or high-growth environment.
Thrive in a fast-paced setting where initiative, drive, and autonomy meet and exceed customer needs.
Service-oriented and solution-oriented approach to every problem, conducting thorough research, gaining valuable insights, and applying findings to solve complex issues effectively.
Available to work from 9:00 a.m. to 5:00 p.m. Pacific Time (PST) to provide responsive support to clients during their business hours.
Proficient with Microsoft Office, databases, and remote access tools.
Growth mindset and ability to quickly come up to speed on new releases and functionality, learning new tools quickly.
Comfortable learning and adapting to new technologies, including chatbots, automated ticketing systems, and AI-enhanced help desk platforms, and understanding how these tools can streamline and enhance support workflows.
Analytical, detail-oriented, and client-focused with strong critical thinking, problem-solving, and organizational skills.
Ability to identify patterns, reference prior resolutions, and build upon existing documentation.
Excellent verbal and written communication skills, enabling relationship building and trust earning.
Ability to interact confidently with customers at any level, delivering clear information and support and translating technical guidance for non-technical audiences.
Collaborative team member in a virtual environment.
Responsive, exercise sound judgment, and understand the importance of tone, timing, and clarity in every exchange.
Value inclusivity and show respect for differing perspectives.

Responsibilities

Manage incoming support requests, triage emails and calls, create tickets when needed, and resolve issues efficiently.
Address concerns from password resets to functionality questions with professionalism and accuracy.
Provide real-time assistance and follow up consistently to ensure resolution and client satisfaction.
Thoroughly research and document solutions to complex issues by digging into historical data, reviewing past closed tickets, and leveraging internal team knowledge.
Collaborate closely with Developers and Business Analysts, actively engage in group communication channels to share findings, and contribute to efficient, client-focused solutions.
Actively participate in team meetings, training sessions, and webinars to ensure alignment and ongoing development.
Gather client feedback, communicate enhancement requests to Product and Development teams, and train clients on new releases.
Take part in continuous learning and knowledge sharing to drive ongoing improvement across the team.