The Customer Support Specialist, Employee Support at Tapcheck, 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, you will collaborate cross-functionally to drive key support metrics, contribute to the training of new team members, and actively participate in creating a distinctive customer service culture that sets Tapcheck apart as an Earned Wage Access provider.
What You’ll Do:
- Engage with Customers: Handle incoming customer calls with a focus on delivering accurate and satisfactory responses to their inquiries and concerns.
- Customer Satisfaction Enhancement: 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.
- User Guidance: 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.
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 record in a comparable customer support role, ideally within the fintech industry or a related field.
- 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 environment. Proficient in managing multiple priorities and meeting Service Level Agreements (SLAs).
- Technical Proficiency: Proficiency in utilizing ticketing systems, CRM platforms, and other relevant support tools.
About Tapcheck:
Tapcheck is a digital platform offering an easy and convenient way to access on-demand earnings early. Available at no cost to employers, our app-based on-demand pay solution helps relieve the financial stress that many employees experience on a daily basis.
The Tapcheck team is passionate about our mission to improve financial wellness and boost business productivity. By giving workers the ability to transfer wages they’ve earned directly to their bank account or pay card without waiting for payday, Tapcheck eliminates the need for high-interest payday loans or employer-funded cash advances.
How We Get Things Done:
Our core values act as a steadfast guide, directing our decisions and anchoring our actions. We consider these values non-negotiable, especially when it comes to our hiring process.
- Humility: We believe in the power of humility. We value team players who are down-to-earth, respectful, and open to learning from others. Our employees approach challenges with a positive attitude, acknowledging their strengths and weaknesses while celebrating the achievements of their colleagues.
- Grit: We admire individuals with grit those who demonstrate unwavering determination and resilience in the face of obstacles. At Tapcheck, we take pride in overcoming challenges together, pushing the boundaries of what is possible, and embracing failure as an opportunity fo