Enterprise Support Specialist

Branch•Domestic, IN

3d•$60,000 - $65,000•Remote

About The Position

We're looking for an organized, curious, empathetic, and self-motivated Enterprise Support Specialist to join our team at Branch. This role involves coordinating solutions for customers whose operations depend on Branch products by troubleshooting technical issues, providing educating moments, and maintaining a feedback loop to support customer retention. The specialist will investigate and resolve technical issues stemming from integrations, triage, escalate, and partner with various teams such as Customer Success, Account Management, User Support, Risk, and Engineering to ensure timely resolution and mitigate the likelihood of repeat incidents. They will use internal and third-party customer support and configuration tools to troubleshoot and resolve issues, and understand the customer experience to identify areas for product and/or operational improvement. This role requires phone support and customer callbacks.

Requirements

Previous B2B support experience in SaaS and/or fintech
Proficient in Excel / Google Sheets
Excellent communicator both verbal and written
Problem Solver - Ability to identify, troubleshoot issues, and propose simple solutions
Coachable - Open to feedback and can show improvement
Must be currently authorized to work in the USA without sponsorship or transfer.

Nice To Haves

Project management experience
Experience with Zendesk support software a plus

Responsibilities

Coordinate solutions for customers whose operations depend on Branch products by troubleshooting technical issues, providing educating moments, and maintaining a feedback loop in order to support customer retention.
Investigate and resolve technical issues stemming from integrations.
Triage, escalate, and partner with various teams such as Customer Success, Account Management, User Support, Risk, and Engineering to ensure timely resolution and mitigate likelihood of repeat incidents.
Use internal and third-party customer support and configuration tools to troubleshoot and resolve issues.
Understand the customer experience and identify areas to improve the product and/or operations.
Requires phone support and customer callbacks.