Technical Support Specialist (orlando)

Technical Support Specialist

The Technical Support Specialist role at Biller Genie plays a crucial role in ensuring effective communication and timely resolution of customer inquiries. As a member of the Tech Support team, you will be responsible for answering incoming calls and chats from customers, assessing their needs, and forwarding them to the appropriate support team for further assistance. Your excellent communication and problem-solving skills will contribute to maintaining high customer satisfaction levels.

This role is an on-site position, requiring 5 days a week in the office. It is based in the Orlando area near International Drive, just minutes from I-4 and the Turnpike. If you're applying from out of state, please indicate in the header of your resume you are "Planning to Relocate" or your application may be automatically rejected due to distance. Recently voted Inc Magazine 2023 Best Places to Work, Biller Genie is an award-winning B2B SaaS platform that helps businesses get paid faster. We have offices in Miami and Orlando, growing rapidly, with clients all over the United States. Our technology is disrupting the payments and accounting industries.

Primary Job Responsibilities

• Customer Interaction: Answer incoming calls and chats from customers in a professional and friendly manner, providing excellent customer service at all times. Engage in active listening to understand customer inquiries and gather relevant information.
• Triage Assessment: Assess customer inquiries and determine the appropriate support team or department to handle their specific needs. Prioritize urgent inquiries and escalate them promptly to ensure timely resolution.
• Information Gathering: Collect and document accurate and detailed information about customer inquiries, including contact details, issue descriptions, and any relevant data required for the support team to provide effective assistance.
• Effective Communication: Communicate customer inquiries effectively and efficiently to the appropriate support team or department, ensuring all necessary details are provided for a smooth handoff. Collaborate with team members to ensure seamless transitions and efficient workflow.
• Documentation: Maintain accurate and up-to-date records of customer interactions, inquiries, and resolutions in the company's ticketing or CRM system. Ensure that all relevant information is properly documented for future reference and analysis.
• Customer Follow-Up: Follow up with customers as necessary to ensure customer satisfaction and verify the successful resolution of their inquiries. Provide updates and feedback to customers regarding the status of their inquiries when appropriate.
• Continuous Improvement: Identify trends or patterns in customer inquiries and provide feedback to management or relevant teams for process improvements. Share insights and suggestions to enhance customer support processes and tools to increase efficiency and customer satisfaction.

Required Skills

• High school diploma or equivalent; additional certifications or relevant education is a plus.
• Proven experience in a customer service role, preferably in a phone and chat support environment.
• Excellent verbal and written communication skills, with a strong command of the English language.
• Active listening skills and the ability to empathize with customers while maintaining a calm and professional demeanor.
• Strong problem-solving skills and the ability to think quickly and adapt to changing situations.
• Ability to multitask and work efficiently in a fast-paced environment.
• Strong attention to detail and accuracy in documenting customer interactions and information.

Benefits

• Comprehensive Medical, Dental, and Vision Plans
• 401k with up to 4% Company Match
• Flexible Open Paid Time Off (PTO) Policy

Our Mission: To provide an automated A/R platform that seamlessly integrates existing business processes for the SMB market.

Our Core Values:

• Get Shit Done Right - We work hard and ensure tasks are completed correctly and on time, every time.
• Own it - We are subject matter experts who know what we know, and we are confident enough to speak up when we see something wrong.
• Catch Up - We are high performers and love a fast-paced environment.
• Believe in the Genie - We are passionate about where we are going as a team and we show we care.
• Class Shines - We are articulate professionals who carry ourselves well and speak with purpose.

Applicants must be authorized to work for ANY employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.