The Customer Support Specialist, Balance Support will be the frontline ambassador, handling customer calls with precision and providing accurate solutions to queries and concerns. This role involves mastering our customer-facing features, guiding users through troubleshooting, and ensuring a positive customer experience.
Beyond resolving issues, this role will include collaborating cross-functionally to drive key support metrics, contributing to the training of new team members, and actively participating in creating a distinctive customer service culture that sets Tapcheck apart as an Earned Wage Access provider. Your expertise will extend to processing reports from various payroll software, understanding time clock functionality, and efficiently managing data to ensure seamless support.
What You’ll Do:
- Responsive Customer Engagement: Respond promptly to incoming customer inquiries with a focus on delivering accurate and satisfactory responses to their inquiries and concerns.
- Customer Satisfaction Champion: De-escalate situations involving dissatisfied customers by providing patient assistance and empathy, ensuring a positive experience.
- Product Knowledge Mastery: Develop a profound understanding of our customer-facing features, portals, functionalities, and integration processes. Articulate these details clearly and concisely to customers.
- Guided Troubleshooting/Education: Guide customers through troubleshooting processes, assisting them in navigating the Tapcheck app and utilizing our products or services effectively.
- Metrics Improvement: Drive key customer support metrics, including first response time, full resolution time, and Customer Satisfaction Ratings, to enhance overall service quality.
- Cross-Functional Collaboration: Collaborate seamlessly with internal teams such as Customer Support, Account Management, and Onboarding Managers to identify, troubleshoot, and efficiently resolve issues.
- Team Collaboration: Work closely with other call center professionals to continuously enhance customer service standards through shared insights and best practices.
- Exceptional Customer Experience: Create a distinctive customer experience that sets Tapcheck apart, leaving customers with a positive and lasting impression.
- Payroll Software Expertise: Be proficient in processing reports from various payroll software, understanding the intricacies involved in managing payroll systems.
- Time Clock Functionality: Understand the functionality of time clock programs, applying this knowledge to effectively address customer queries and provide tailored support.
- Report Management: Comfortably run, export, and upload reports, displaying technical competency in managing data related to time clock, payroll, and earned wage access systems.
What You'll Bring:
- Availability: Flexibility to adapt working hours, including evenings or weekends, to align with the needs of the team and customers or to address urgent support requirements
- Professional Experience: Proven track recordin a comparable customer support role, ideally within the fintech industry or a related field.
- Technical Proficiency: Proficiency in utilizing ticketing systems, CRM platforms, and other relevant support tools. Advanced understanding of time clock and payroll systems, displaying expertise in troubleshooting and navigating these platforms effectively.
- Payroll Software Proficiency: Familiarity with processing reports from various payroll software, highlighting the ability to manage and interpret data effectively.
- Time Clock Functionality: Understanding the functionality of time clock programs, allowing for comprehensive support and guidance to clients utilizing time tracking solutions.
- Report Management Skills: Comfortable running, exporting, and uploading reports, indicating a high level of proficiency in handling data within the context of time clock, payroll, and earned wage access systems.
- Problem-Solving Skills: Exceptional problem-solving skills, enabling the analysis and effective troubleshooting of complex issues.
- Communication Proficiency: Outstanding verbal and written communication skills, with the capacity to articulate technical concepts clearly and concisely to customers.
- Customer-Centric Mindset: A customer-centric approach with a genuine passion for delivering exceptional service and promptly resolving customer issues.
- Adaptability: Ability to work independently and collaboratively in a dynamic, fast-paced enviro