What are the responsibilities and job description for the Customer Support Representative position at Apiture?
At Apiture, our mission is to empower financial institutions to know and serve their clients with the care of a traditional community institution at the scale, speed, and efficiency required in today’s digital world. With hundreds of clients throughout the U.S., we deliver comprehensive online and mobile solutions that support banks and credit unions, ranging from small community financial institutions to new, innovative direct banks.
Summary
The Customer Support Representative (CS Rep) reports to the Director of Customer Support and is directly responsible for the support of financial institutions utilizing the Apiture software. The CS Rep will be made aware of issues through calls, tickets and emails, and will be responsible for diagnosing production level issues, spotting trends and working with internal staff and vendors to get resolution for the customer. The CS Rep will also help to serve as a mouthpiece for users and customers, aiding the Product team in determining how best the system can be made more user-friendly.
Shift: 11am-8pm EST, Monday thru Friday
Location (Wilmington, NC, Austin, TX, Remote):
We have offices in Wilmington, NC and Austin, TX and while some positions are office based, we will also consider remote candidates in our preferred time zones of CST/EST.
Responsibilities
- Handle calls from financial institutions in a friendly, resolution-oriented manner.
- Work help desk tickets by responding quickly, prioritizing issues, developing and employing work arounds to immediately solve user problems and communicating resolution to affected users.
- Spot trends among tickets in order to identify the root cause of issues.
- Work with the Product, QA and Development teams to ensure larger, underlying issues are addressed in a timeliness corresponding to their priority level.
- Work with the Product team to help inform future enhancements—conveying what customers have said would improve the product, as well as an idea of priority for these enhancements.
- Ensure compliance with Apiture policies, standards and procedures.
- Other functions as necessary.
Requirements
- Bachelors degree preferred or commensurate industry experience
- Experienced with working with customers in a technical/software support capacity necessary
- Ability to work in a fast paced environment where constant prioritization is essential.
- Strong written and verbal communication skills.
