Customer Support Representative, Tier 1

Responsibilities and Duties

• Troubleshoot and solve customer issues in a timely manner with a positive attitude via emails, phone, live-chat, video conferencing, etc.
• Work alongside cross-functional teams to resolve issues.
• Assist with onboarding new customers via phone, and email.
• Identify potential product up-sell opportunities and pitch solutions to customers.
• Work on and resolve chargeback cases.
• Assist with creating content for our growing Knowledge Base.
• Offer assistance with
• You may be a good fit if:
• You have at least 2+ years of customer service experience at a SaaS company
• You're reliable
• You're flexible, resourceful, and thrive while working autonomously
• You're able to think on your feet and solve problems
• You can prioritize tasks and incoming requests accordingly
• You love being customer-facing and you seek to understand how we can improve and over-deliver on expectations
• You're very comfortable working in a fast-paced environment
• You're often the first to volunteer, take initiative to think about the next project, and have a real passion for service
• You're able to pick up new concepts quickly and teach others
• You're experienced working in a team environment and juggling multiple projects
• Familiarity with our industry and or banking is a plus
• You've demonstrated software on conference calls and web-sharing
• You're a pro at navigating between systems and using help desk software and tools
• You possess excellent communication and problem-solving skills
• You're patient and not easily flustered when handling tough cases
• Why ePayPolicy
• Competitive salary
• Comprehensive benefits package with employer-paid basic life and disability premiums
• 401K
• Flexible Paid Time Off Policy (FTO)