Customer Support Specialist, Balance Support (Bilingual Spanish)

The Customer Support Specialist, Balance Support will be the frontline ambassador, handling customer calls with precision and providing accurate solutions to queries and concerns. This role involves mastering our customer-facing features, guiding users through troubleshooting, and ensuring a positive customer experience.

Beyond resolving issues, this role will include collaborating cross-functionally to drive key support metrics, contributing to the training of new team members, and actively participating in creating a distinctive customer service culture that sets Tapcheck apart as an Earned Wage Access provider. Your expertise will extend to processing reports from various payroll software, understanding time clock functionality, and efficiently managing data to ensure seamless support

What You'll Do:

• Responsive Customer Engagement: Respond promptly to incoming customer inquiries with a focus on delivering accurate and satisfactory responses to their inquiries and concerns.
• Customer Satisfaction Champion: De-escalate situations involving dissatisfied customers by providing patient assistance and empathy, ensuring a positive experience.
• Fluency in both English and Spanish (written and spoken)
• Product Knowledge Mastery: Develop a profound understanding of our customer-facing features, portals, functionalities, and integration processes. Articulate these details clearly and concisely to customers.
• Guided Troubleshooting/Education: Guide customers through troubleshooting processes, assisting them in navigating the Tapcheck app and utilizing our products or services effectively.
• Metrics Improvement: Drive key customer support metrics, including first response time, full resolution time, and Customer Satisfaction Ratings, to enhance overall service quality.
• Cross-Functional Collaboration: Collaborate seamlessly with internal teams such as Customer Support, Account Management, and Onboarding Managers to identify, troubleshoot, and efficiently resolve issues.
• Team Collaboration: Work closely with other call center professionals to continuously enhance customer service standards through shared insights and best practices.
• Exceptional Customer Experience: Create a distinctive customer experience that sets Tapcheck apart, leaving customers with a positive and lasting impression.
• Payroll Software Expertise: Be proficient in processing reports from various payroll software, understanding the intricacies involved in managing payroll systems.
• Time Clock Functionality: Understand the functionality of time clock programs, applying this knowledge to effectively address customer queries and provide tailored support.
• Report Management: Comfortably run, export, and upload reports, displaying technical competency in managing data related to time clock, payroll, and earned wage access systems.

What You'll Bring:

• Availability: Flexibility to adapt working hours, including evenings or weekends, to align with the needs of the team and customers or to address urgent support requirements: Sun-Thurs- 12PM-9:00PM CST
• The ideal candidate will be bilingual in English and Spanish, with the ability to communicate effectively in both languages.
• Professional Experience: Proven track record in a comparable customer support role, ideally within the fintech industry or a related field.
• Technical Proficiency: Proficiency in utilizing ticketing systems, CRM platforms, and other relevant support tools. Advanced understanding of time clock and payroll systems, displaying expertise in troubleshooting and navigating these platforms effectively.
• Payroll Software Proficiency: Familiarity with processing reports from various payroll software, highlighting the ability to manage and interpret data effectively.
• Time Clock Functionality: Understanding the functionality of time clock programs, allowing for comprehensive support and guidance to clients utilizing time tracking solutions.
• Report Management Skills: Comfortable running, exporting, and uploading reports, indicating a high level of proficiency in handling data within the context of time clock, payroll, and earned wage access systems.
• Problem-Solving Skills: Exceptional problem-solving skills, enabling the analysis and effective troubleshooting of complex issues.
• Communication Proficiency: Outstanding verbal and written communication skills, with the capacity to articulate technical concepts clearly and concisely to customers.
• Customer-Centric Mindset: A customer-centric approach with a genuine passion for delivering exceptional service and promptly resolving customer issues.
• Adaptability: Ability to work independently and collaboratively in a dynamic, fast-paced environment. Proficient in managing multiple priorities and meeting Service Level Agreements (SLAs).

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, 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?

• Compensation: $19/hour.
• Paid Time Off
• Health Insurance
• Dental Insurance
• Vision Insurance
• 401K Match

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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