Our Client Support Specialist acts as a liaison, provides product/services information and resolves any emerging problems that our customer accounts might face with accuracy and efficiency.
As a Client Support Specialist, you will play a crucial role in ensuring the smooth functioning of our mobile app and delivering exceptional customer support to our clients. You will be responsible for understanding and resolving issues related to API and manual software integrations, as well as providing technical assistance to clients facing challenges. Your ability to develop a deep understanding of our clients' needs, identify issues, and take proactive measures to address them will be key to success in this role.
What You'll Do
- Provide exceptional client support through various channels (email, chat, and phone) through Zendesk to address client inquiries, technical issues, and escalations related to client payroll & timeclock software integrations
- Drive forward critical customer support metrics such as first response time, full resolution time, and Customer Satisfaction Ratings
- Collaborate with internal teams, including Customer Support, Account Management and Onboarding Managers to identify, troubleshoot, and resolve issues effectively and efficiently
- Develop a comprehensive understanding of our client-facing features and portals, functionalities, and integration processes, and be able to articulate them clearly and concisely to clients
- Act as a liaison between clients and internal teams, conveying client feedback and concerns, feature requests, to help drive product improvements
- Report and troubleshoot system breakages and bugs via Jira ticketing system
- Document and maintain a detailed record of client interactions, including issues reported, solutions provided, and follow-up actions taken, using Zendesk ticketing system
- Contribute to the development and improvement of client support processes to refine and improve internal team processes
- Collaborate with Account Management and Implementations teams to onboard new clients smoothly, ensuring a successful post-launch experience
- Continuously monitor tickets and queues to identify patterns, trends, and potential areas for improvement to optimize client satisfaction and retention
- Provide clients guidance on HR and Payroll best practices
What You'll Bring
- Ability to work Mon-Fri 11AM CST-7:00PM CST
- Bachelor's degree in computer science, information technology, finance, or a related field (or equivalent practical experience)
- Previous experience in a similar client support role, preferably within the fintech industry or a related field
- Strong technical aptitude and understanding of APIs, integration processes
- Excellent problem-solving skills with the ability to analyze and troubleshoot complex issues effectively
- Exceptional verbal and written communication skills, with the ability to explain technical concepts to clients in a clear and concise manner
- Customer-centric mindset with a passion for delivering outstanding service, and resolving client issues promptly
- Ability to work independently and collaboratively in a fast-paced environment, managing multiple priorities and meeting SLAs
- Proficiency in using ticketing systems, CRM platforms, and other relevant support tools
- Flexibility to work evenings or weekends to accommodate team & client needs or urgent support requirements
At this time, Tapcheck does not provide sponsorship for employment-based visas (e.g., H-b, L-1, TN, etc.). Therefore, candidates must already possess the right to work in the United States without the need for employment-based visa sponsorship now or in the future.
This is a remote-friendly role. Ideally, candidates will sit in the following states: AL, AZ, CA, CO, DC, DE, FL, GA, ID, IL, LA, MI, MA, MO, NC, NH, NJ, NV, NY, PA, OR, OH, RI, SC, TX, VA, WA, WI
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 for growth
- Raising the Bar: Continuous improvement is at the heart of our culture. We are committed to setting high standards and pushing ourselves to exceed them. We seek employees who are innovative and strive for excellence, constantly seeking ways to enhance our products, services, and processes
- Striving for Growth: We foster an environment that encourages personal and professional development. Our employees are driven to learn, grow, and adapt to new circumstances. We support individuals who take initiative, seek out new challenges, and actively contribute to their own growth and the growth of the company
Why Join Tapcheck
- Competitive Base: $24/hour
- Paid Time Off
- Health Insurance
- Dental Insurance
- Vision Insurance
- 401K Match
Compensation: $24/hour. The actual base salary will depend on numerous factors such as: location, experience, training, knowledge. and skills. Tapcheck reserves the right to amend, change, alter, and revise pay ranges and benefits offerings at any time. All applicants acknowledge that by applying to this position you understand that this specific pay range is contingent upon meeting the qualifications and requirements of the role, and for the successful completion of the interview selection and process. It is at the Company's discretion to determine what pay is provided to a candidate within the range associated with the role.
Equal Employment Opportunity Policy
Tapcheck, Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.
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