What are the responsibilities and job description for the Customer Support Representative position at Autobooks?
The Role : Customer Support Representative
You will provide Small Business customers and Financial Institution employees with support via inbound phone, chat, and e-mail. They look to you as their consultant and subject matter expert. You are very good at deep-dive troubleshooting (and enjoy it) while also relishing the 'people side' : building relationships, representing our brand as our CEO would, and delivering outstanding customer service.
Having traits of a 'techie', 'detective', 'investigator', 'teacher', or 'counselor' will serve you well in critically thinking to identify and solve problems and gain callers' trust.
You genuinely love and / or enjoy talking with people - not simply tolerate them for the job. This includes whether they are thrilled or flustered. You can ask the right probing questions and take pride in meaningful one-on-one conversations, going beyond the transactional. You assist callers with questions about our product and processes. It is important that you can connect with a wide and varied range of small business owners in all industries and bank / credit union staff members from Teller to VP.
Future opportunities in our company include roles in Customer Success, Risk / Merchant Services, Account Management, Product Support, QA, IT, Engineering, Design, Copywriting, Marketing, Finance / Accounting, HR, and more!
The Responsibilities :
- Develop a deep knowledge of the Autobooks software suite
- Partner with customers to resolve issues through phone, email, and live chat
- Troubleshoot low to medium complexity software issues that lack a previous known resolve; utilize discovery questions and process of elimination; identify potential solutions
- Diagnose software issues and engage with our Product and Engineering teams using established processes
- Answer routine how-to questions and help customers navigate a variety of use-cases
- Complete tickets and administrative tasks with accuracy and care
- Contribute to knowledge management documentation for external / internal customers
- Ability to support and build rapport with Small Businesses of all sizes and types, as well as bank and credit union employees at all levels
- Have a continuous improvement mindset
- Ask probing questions to gain insights on customers' needs, and attempt to expand or retain their business where applicable
- Aid other functional areas with tasks from technical or administrative work to outbound calling initiatives
The Requirements :
The Benefits and Perks :