Customer Support Representative - Tier 1
At Fingercheck, we are passionate about removing stress from a small business owner’s life. Through our intuitive, cloud-based human capital management platform, we offer a simple-to-use suite of tools to help business owners manage all things people: Time & Attendance, Payroll, Same-Day Pay, and Talent Management.
As Fingercheck continues to grow, we want to preserve our people-centric, high-performance culture. As a result, we are looking for a thoughtful, inspiring, and passionate Customer Support Representative, reporting to the Supervisor, Customer Support.
As the Customer Support Representative, you will serve as a passionate guide and assist the client with general navigation and software issues. This role requires learning Fingercheck’s technicalities and applying that knowledge to meet the clients' needs. Asking meaningful questions, troubleshooting, and correcting problems with urgency is necessary. If these characteristics describe you, you may be an excellent fit for Fingercheck.
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Whether remote or working from our Brooklyn-based office, you'll find a team-oriented environment where these truths matter:
- reliability,
- optimism,
- compassion, and
- knowledge
[A good sense of humor helps, too!]
Essential Responsibilities
- Assisting clients with support inquiries, including:
- Identifying and troubleshooting software issues
- Configuring software and reporting to meet client needs
- Guiding clients to improve their knowledge of our products
- Escalating issues that cannot be immediately resolved
- Answering client inquiries via phone calls, chats, and emails
- Providing excellent customer service, with the goal of satisfying our clients
- Documenting cases in Salesforce
- Working collaboratively with teammates to solve difficult client challenges
- Helping with occasional special projects, as needed
Minimum Qualifications
- An open and approachable personality, a positive attitude, and a great sense of humor are appreciated!
- 1+ years of customer service experience
- Payroll/HR experience is highly preferred
- Strong computer/technical literacy
- Strong organizational skills
- Flexibility/adaptability in managing multiple priorities
- Excellent verbal communication skills
- Great interpersonal skills
- Strong problem-solving skills
- Strong empathy skills
- Comfortable working in a hectic, fast-paced environment
- Must enjoy dealing with a variety of challenging issues in a given day
- Ability to work on an individual basis and as part of a team
COMPANY CONFORMANCE STATEMENT
In performance of their respective responsibilities, all employees of Fingercheck are expected to:
- Complete quality work within deadlines
- Interact professionally with other employees, customers, and suppliers
- Work effectively as a team contributor on all assignments
- Communicate and coordinate work efforts with other employees, customers and suppliers
- Perform other duties as assigned
- Attend work regularly based on the assigned schedule
Job Types: Full-time, Part-time
Pay: $21.00 - $24.00 per hour
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
- Work from home
Experience level:
- 1 year
Shift:
- Day shift
Weekly day range:
- Monday to Friday
- No weekends
Work setting:
- Remote
Work Location: Remote
