About the Role
Senior Customer Support Representative
at Solutions by Text
Remote
Position Summary
SBT is looking for a Sr. Customer Support Representative to support our company’s rapid growth. This role will be responsible for providing consultative text and payment support to our customers. At a minimum the ideal candidate will need to be an energetic, persistent customer advocate and problem solver who can translate customer needs into a plan of action.
Job duties include handling high-priority inbound customer requests within a fast-paced environment, managing issues in collaboration with technical partners, and analyzing customer requests to ensure adherence to service level agreements (SLA). The successful candidate will be detail-oriented, self-motivated, adaptable, and focused in a high-energy environment.
Job Specific Duties and Responsibilities
- Resolve complex inbound customer support and technical questions, requests, and issues
- Deliver expert knowledge and technical consulting by phone, email, chat and webinar channels
- Develop an expert level working knowledge of company’s products, structures, workflows platform features
- Take ownership and accountability of customer requests contributing to high level of CSAT
- Manage customer escalations with persistence and urgency
- Ensure customers receive the appropriate level of detail and follow-through
- Utilize available tools and operational processes in accordance with company policies, procedures and SLA’s
- Handle customer complaints with care, ensuring they are brought to the attention of leadership
- Manage queue of tickets, maintaining clear communication, internally and externally
- Maintain accurate and detailed records of customer interactions, action items, and file documentation
- Remain current on SBT platform releases, compliance updates, and changes in company policies
- Contribute to development of the SBT Knowledge Base
- Collaborate with management to effectively train and mentor junior staff members, as needed
Compliance Duties
The Sr. Customer Support Representative will also be a key supporter of compliant texting, including:
- Identifying non-conforming processes
- Promoting best practices in compliance with customers
- Staying current on industry regulations including FDCPA, TCPA, CTIA and other industry-related requirements
- Adhering to the Company’s Code of Conduct/Ethics
- Ensure the security of information
Competencies And Experience
- 3+ years of applicable Sr. Customer Support experience working in a technical or Software-as-a-Service (SaaS) support or success capacity
- Experience managing higher complexity, larger customer requests in a fast-paced environment
- Experience with Postman and SoapUI
- Proven analytical and problem-solving skills
- Excellent detail-oriented, organizational, and time management skills
- Ability to listen and collaboratively problem-solve
- Passion for increasing customer happiness and deepening customer relationships
- Proficient in working with Microsoft Office and Zoom phone/webinars
- Customer focus and adaptability to different personality types and situations
- Excellent verbal and written communication skills
- Projects a professional and appropriate Company image in all dealings with clients, vendors, business partners and visitors
- Experience with texting and/or payment solutions is a plus
- HubSpot, Salesforce, and Jira experience is a plus
- Bachelor’s degree is preferred
General Duties and Responsibilities
- Adhere to the Company’s Code of Conduct/Ethics.
- Create and maintain effective working relationships with other Company employees.
- Ability to multi-task, prioritize, and manage time effectively.
- Contribute to the professional culture within the office and the company overall.
- Project a professional and appropriate Company image in all dealings with clients, vendors, business partners and visitors.
- Ensure security of information in all matters pertaining to company, client, and consumer information.