Customer Support Specialist

Job Summary

Providing technical support and troubleshooting for brokerage customers, the full-time Customer Support Representative will primarily assist users of the Back Office product remotely, utilizing phone and chat as secondary channels to deliver exceptional customer experiences.

Key responsibilities

• Support customers through case work on the Back Office product, logging details in the ticketing system
• Monitor and manage case workload, prioritizing and triaging as needed while collaborating with peers to resolve issues
• Facilitate conflict resolution and escalate issues appropriately, recognizing opportunities for product and customer experience improvement

Required qualifications

• Minimum 2-3 years of experience using or supporting Back Office is a plus
• 2-3 years of experience in Customer Support preferred
• Accounting knowledge is ideal
• Experience with Salesforce, Zendesk, Intercom, or a similar ticketing system preferred
• Proficient with Microsoft Office Suite or related software