Support Specialist

Who we are:
FlexPoint is a rapidly growing venture backed Software as a Service (SaaS) provider of payments and financial solutions for the Managed IT Services (MSP) industry. FlexPoint has raised $19.4M in funding from top tier venture investors to date and is a fast growing startup with employees distributed across the United States.

We are seeking a dynamic and detail-oriented Support Specialist to join our growing team. As a Support Specialist at FlexPoint, you will play a crucial role in ensuring that our customers have a smooth and successful support experience with our software platform. You will be responsible for assisting customers with technical and qualitative questions and issues. This position is a remote or in-person role, and the applicant should be based the U.S.

Overview:

As a Support Specialist, you will play a crucial role in ensuring our customers receive prompt and effective assistance with their inquiries and technical issues. You will be responsible for managing all support requests, providing timely responses, and maintaining high levels of customer satisfaction. This role requires excellent communication skills, technical proficiency, and a strong commitment to delivering exceptional customer service.

Responsibilities:

Customer Support:

• Respond to customer inquiries and technical issues via email, phone, or live chat in a timely and professional manner.
• Provide clear and concise explanations and instructions to customers to resolve their issues effectively.
• Assist customers with product setup, troubleshooting, and usage questions.

Ticket Management:

• Manage all incoming support requests through our ticketing system, ensuring accurate documentation and timely resolution.
• Prioritize support tickets based on urgency and impact, and escalate issues as necessary to ensure swift resolution.

Technical Expertise:

• Develop a deep understanding of our products, features, and technical infrastructure to effectively troubleshoot and resolve customer issues.
• Collaborate with our product and engineering teams to identify and escalate recurring technical issues or product deficiencies.

Customer Satisfaction:

• Strive to exceed customer expectations by delivering personalized and empathetic support experiences.
• Monitor customer feedback and sentiment to identify areas for improvement and implement proactive solutions to enhance the overall support experience.

Documentation and Knowledge Sharing:

• Create and maintain internal knowledge base articles, FAQs, and troubleshooting guides to empower customers and support team members.
• Share insights and best practices with the team to continuously improve our support processes and effectiveness.

Quality Assurance:

• Conduct regular quality assurance checks on support interactions to ensure adherence to established guidelines and standards.
• Identify opportunities for process optimization and efficiency gains to enhance the overall support workflow

Qualifications:

• Previous experience in a customer support role, preferably in a technical or software-related environment.
• Excellent written and verbal communication skills, with the ability to convey complex technical concepts in a clear and understandable manner.
• Strong problem-solving abilities and a proactive approach to issue resolution.
• Ability to multitask and prioritize workload effectively in a fast-paced environment.
• Familiarity with Zendesk and customer support tools is a plus.
• A passion for helping customers and a dedication to delivering exceptional service experiences.

Our Commitment

FlexPoint is committed to fostering, cultivating and preserving a culture of diversity and inclusion. We believe in equal treatment and opportunity for all staff and strive to actively build a diverse workforce where everyone is treated equally. Everyone has a responsibility to treat others with dignity and respect, and make sure all people feel included and have access to the same opportunities. We actively strive to create an environment where all persons are able to share their ideas, beliefs, and skills. We are proud to be an Equal Opportunity Employer, committed to equal employment opportunity and equitable compensation regardless of race, gender, religion, sex, sexual orientation, national origin, or disability