ePayPolicy

Customer Support Representative, Tier 1

ePayPolicy

full-time

Posted on:

Location Type: Hybrid

Location: Austin • Texas • United States

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About the role

  • Troubleshoot and solve customer issues in a timely manner with a positive attitude via emails, phone, live-chat, video conferencing, etc.
  • Work alongside cross-functional teams to resolve issues.
  • Assist with onboarding new customers via phone, and email.
  • Identify potential product up-sell opportunities and pitch solutions to customers.
  • Work on and resolve chargeback cases.
  • Assist with creating content for our growing Knowledge Base.

Requirements

  • You have at least 2+ years of customer service experience at a SaaS company
  • You're reliable
  • You're flexible, resourceful, and thrive while working autonomously
  • You're able to think on your feet and solve problems
  • You can prioritize tasks and incoming requests accordingly
  • You love being customer-facing and you seek to understand how we can improve and over-deliver on expectations
  • You're very comfortable working in a fast-paced environment
  • You're often the first to volunteer, take initiative to think about the next project, and have a real passion for service
  • You're able to pick up new concepts quickly and teach others
  • You're experienced working in a team environment and juggling multiple projects
  • Familiarity with our industry and or banking is a plus
  • You've demonstrated software on conference calls and web-sharing
  • You're a pro at navigating between systems and using help desk software and tools
  • You possess excellent communication and problem-solving skills
  • You're patient and not easily flustered when handling tough cases
Benefits
  • Competitive salary
  • Comprehensive benefits package with employer-paid basic life and disability premiums
  • 401K
  • Unlimited PTO
  • Company-sponsored quarterly “ePayItForward” initiatives
  • Supportive and inclusive company culture with a focus on work/life balance
  • Fully-stocked kitchen
  • Lunch stipend when working onsite
  • Open communication (We won’t box you in! If you have a cool idea for a product improvement or a suggestion on how to improve the customer experience, let’s talk about it. We value everyone’s ideas and opinions.)
  • Huge opportunity for growth
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer serviceproblem-solvingchargeback resolutioncontent creationonboarding
Soft Skills
reliabilityflexibilityresourcefulnessinitiativecommunicationpatienceteamworkautonomytask prioritizationcustomer-facing