The Role
Respond to user inquiries via chat, email, and phone; troubleshoot product functionality and system setup; document incidents; communicate resolutions and escalations; collaborate across teams; participate in Saturday rotation; expand product knowledge and test fixes to ensure customer satisfaction and retention.
Summary Generated by Built In
Total Expert is the purpose-built customer engagement platform trusted by more than 200 financial enterprises. Total Expert unifies data, marketing, sales, and compliance solutions to deliver the perfect customer journey across every financial milestone in any market. Total Expert turns customer insights into actions that increase loyalty and drive growth for modern banks, lenders, and credit unions.
The Tier 1 Technical Support agent is responsible for responding to user inquiries via live chat, email, and phone. This involves fostering adoption, fielding product questions, providing best practices and troubleshooting software issues and challenges. This position serves as a primary liaison between Total Expert and our end users in a highly team-oriented environment. You must have a desire to foster positive interactions with our end users.
Work Schedule: 10:30am-7:00pm CST or 11:00am-7:30pm CST
What you’ll be doing:
· Troubleshoot customer's product questions or problems via live chat, email, and phone, focusing on product functionality, operating environments and system configuration/setup.
· Serves as primary support liaison between Total Expert and end users.
· Responsible for documenting incidents in required tracking systems.
· Proactively keeps customer informed of how and when problems are resolved with strong focus on retention and reference ability.
· Manage workload to ensure all customers issues are handled in a timely manner and driven to resolution.
· Conveys customer feedback and escalations to Management.
· Work collaboratively within Support and across other departments to insure proper handling of customer issues.
· Assists in verifying user-reported issues and communicating to the proper internal channel for resolution.
· Assists in testing resolutions to ensure effectiveness.
· Promotes and maintains a high quality, professional, service-oriented company image among end users and team members.
· Takes initiative to constantly expand product knowledge within our platform.
· Demonstrates ability to adapt to fluctuation and increase in workload.
· Required to participate in a Saturday shift following the rotation guidelines. Shift can be covered remotely or in office. · Access to internet will be required for remote coverage.
· Assists with other duties as assigned by management.
What we are looking for:
· Associate degree or Equivalent SAAS Business Experience.
· Minimum of 2-4 years’ experience in a call center or customer service environment.
· Strong collaboration and team building skills.
· Excellent problem solving and troubleshooting skills.
· Ability to multi-task and adapt to a fast-paced environment.
· Good verbal and written communication skills.
· Strong attention to detail.
· Proficient PC skills with knowledge of various software applications used for troubleshooting, call resolution and logging.
· Excellent time management, decision making, and organizational skills to insure most effective and timely delivery of service to customers.
· Exceptional troubleshooting ability.
· Willingness to interact with customers in a professional, productive manner that enhances customers’ experience with Total Expert.
Compensation/Benefits: The anticipated base salary range for this role is $55,000 - $60,000 annually. Final total compensation offered is dependent upon the selected individual's qualifications and experience. This position is also eligible for an annual discretionary bonus based on company performance and other factors. As an employee of the company, you will be eligible to participate in the Employee Stock Option Plan. Total Expert offers a competitive range of benefits including Medical, Dental, Vision, HSA (Health Savings Account), FSA (Flexible Spending Accounts), company paid Life Insurance, Short-Term Disability, Long-Term Disability, Flexible Time-Off (FTO), Paid Parental Leave, and 401(k) with employer match.
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.
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The Company
What We Do
Total Expert delivers purpose-built CRM and data-driven customer engagement solutions for more than 175 modern financial institutions. The Total Experience Platform unifies data, marketing, sales, and compliance solutions to provide a cohesive experience across the customer lifecycle. Total Expert turns customer insights into actions to increase loyalty and drive growth for banks, lenders, credit unions, and other financial services firms.
