Customer Support Representative - Tier 1
At Fingercheck, we are passionate about removing stress from a small business owner’s life. Through our intuitive, cloud-based human capital management platform, we offer a simple-to-use suite of tools to help business owners manage all things people: Time & Attendance, Payroll, Same-Day Pay, and Talent Management.
As Fingercheck continues to grow, we want to preserve our people-centric, high-performance culture. As a result, we are looking for a thoughtful, inspiring, and passionate Customer Support Representative, reporting to the Supervisor, Customer Support.
As the Customer Support Representative, you will serve as a passionate guide and assist the client with general navigation and software issues. This role requires learning Fingercheck’s technicalities and applying that knowledge to meet the clients' needs. Asking meaningful questions, troubleshooting, and correcting problems with urgency is necessary. If these characteristics describe you, you may be an excellent fit for Fingercheck.
Whether remote or working from our Brooklyn-based office, you'll find a team-oriented environment where these truths matter:
reliability,
optimism,
compassion, and
knowledge
[A good sense of humor helps, too!]
Essential Responsibilities
Identifying and troubleshooting software issues
Configuring software and reporting to meet client needs
Guiding clients to improve their knowledge of our products
Escalating issues that cannot be immediately resolved
- Answering client inquiries via phone calls, chats, and emails
- Providing excellent customer service, with the goal of satisfying our clients
- Documenting cases in Salesforce
- Working collaboratively with teammates to solve difficult client challenges
- Helping with occasional special projects, as needed
Minimum Qualifications
An open and approachable personality, a positive attitude, and a great sense of humor are appreciated!
1+ years of customer service experience
Payroll/HR experience is highly preferred
Strong computer/technical literacy
Strong organizational skills
Flexibility/adaptability in managing multiple priorities
Excellent verbal communication skills
Great interpersonal skills
Strong problem-solving skills
Strong empathy skills
Comfortable working in a hectic, fast-paced environment
Must enjoy dealing with a variety of challenging issues in a given day
Ability to work on an individual basis and as part of a team
COMPANY CONFORMANCE STATEMENT
In performance of their respective responsibilities, all employees of Fingercheck are expected to:
Complete quality work within deadlines
Interact professionally with other employees, customers, and suppliers
Work effectively as a team contributor on all assignments
Communicate and coordinate work efforts with other employees, customers and suppliers
Perform other duties as assigned
Attend work regularly based on the assigned schedule