Customer Support Specialist | Remotive.com

FloatMe is mission driven on building financial products designed to help people improve their financial ability and make better financial decisions. Currently, we offer an app to prevent overdraft with emergency cash access and the ability to build savings. Our vision is to leverage our proprietary software and build further products that will in turn help improve the lives of over 100M Americans.

Important:

• We are currently unable to do Visa sponsorship for this role

Our members are important, so we have their back. Our Customer Service Specialists value each of our members and strive to provide an experience that makes our members feel like they have a personal account manager. We are looking for someone who will work diligently to solve our member’s issues while advocating for them internally as we continuously improve. Perseverance, curiosity, and ingenuity are a must-have in this role. We are looking for a candidate with prior experience in customer support

We are looking for a Customer Support Specialist to assist our customers with problems when using our products and services. Customer Support Specialist responsibilities include resolving customer queries, recommending solutions and guiding product users through features and functionalities. To be successful in this role, you should be an excellent communicator who’s able to earn our clients’ trust. You should also be familiar with help desk software. Ultimately, you will help establish our reputation as a company that offers excellent customer support during all sales and after-sales procedures.

Responsibilities

• Respond to customer queries in a timely and accurate way via email messages in ZenDesk
• Identify customer needs and help customers use specific features
• Analyze and report product malfunctions (for example, by testing different scenarios or impersonating users)
• Update our internal databases with information about issues and useful discussions with customers
• Monitor customer complaints on social media and reach out to provide assistance
• Share feature requests and effective workarounds with team members
• Inform customers about new features and functionalities
• Follow up with customers to ensure their technical issues are resolved
• Gather customer feedback and share with our Product, Sales and Marketing teams
• Assist in training junior Customer Support Specialists

Requirements

• Experience as a Customer Support Specialist or similar CS role
• Familiarity with our industry is a plus
• Understanding of how ZenDesk works
• Experience using help desk software and remote support tools
• Excellent communication and problem-solving skills
• Multi-tasking abilities
• Patience when handling tough cases
• Preferred locations: Cleveland, San Antonio or Austin

Benefits

• Flexible hours (5 days per week, open to staggered shifts). Including weekends.
• Work-from-home days (Note: during COVID-19 we are taking precautionary measures and working to accommodate individual employee needs)
• Health insurance
• Team outings (lunches, happy hours, games, and more)
• Opportunities for growth and professional development
• Great people, snacks, fun office environment
• Salary Range: $44,000-$55,000
• Reports to: Customer Support Manager