As a Customer Service Specialist, you maintain a first response time within SLA and answer all phone enquiries in a timely manner.
Assist our customers with in-depth troubleshooting and system updates. You create and maintain accurate documentation to boost self service and make the most of our support software.
BeanworksbyQuadient( Beanworks ) is a rapid growth company on a mission to empower accounting teams to succeed. We are revolutionizing the world of accounting software by disrupting traditional solutions with elegant, cloud-based Accounts Payable Automation software.
We were recently acquired byQuadient, a global company who help simplify the connection between people and what matters.
As we scale, our powerful and growing Bean Team needs you!
We are looking for a Customer Service Specialist to join this exciting team as we continue to grow and deliver quality and innovative products to our customers! One of the significant ways we differentiate ourselves from our competitors is by providing an amazing customer experience.
Providing great customer service is essential to the success of our operations.
As the front line of our support team, you maintain a first response time within SLA and answer all phone enquiries. Assist our customers with in-depth troubleshooting and system updates.
You create and maintain accurate documentation to boost self service and make the most of our support software.
What You'll Do :
Respond to incoming support requests and phone inquiries from customers in a timely manner
Monitor the different inbound queues and suggest solutions supported by help centre articles
Perform in-depth troubleshooting in customer environments while assisting customers with system errors and installing system updates
Have impromptu screen-share meetings to reproduce and troubleshoot technical issues
Investigate and take all steps to resolve technical support issues, only escalating when needed
Filter customer requests that need to be escalated, and ensure that those highly technical issues are escalated to our Engineering team
Communicate and transfer information in a precise and concise manner
Use our internal tools to do system configuration and back-end data changes
Assist in the fast processing of back-end changes
Create canned answers, support articles, tutorial videos, and walk throughs for our customer Knowledge Base
Tag and track incoming requests
Who You Are :
You are tech savvy with strong analytical, problem solving skills
You have exceptional customer service and communication skills
Ability to understand new technologies quickly is essential
You have at least 1 year working for a customer support in a technical environment
Technical knowledge of Windows operating systems
Excellent communication skills
Demonstrated ability to listen to a customer, understand their viewpoints, and identify their needs
Ability to handle pressure and stressful situations with the goal of customer satisfaction.
Critical thinking; ability to troubleshoot and resolve complex situations
Good interpersonal skills and customer-focused mindset
Able to translate technical info into customer facing content
Ability to adapt, adjust to changing priorities and cope effectively with change
Bonus if you have :
Experience with API, data transfer structures.
Experience with Accounting softwares such as Sage 100, Quickbooks
Experience in troubleshooting complex server and firewall scenarios
Basic HTML skills