POSTED Jan 13

Senior Customer Support Representative at Fasta

  • Customer Support
  • Fulltime
  • Anywhere (100% Remote) Only
Job Description

Join the Fasta network and open the door to exciting job opportunities with the most innovative tech companies in the US. We are looking for skilled Customer Service Representative to join our network and help our partner companies build and maintain innovative applications.

Why you'll LOVE Client:

You could work anywhere. We know you are talented and looking for something inspiring and impactful. A place where you will make a difference and have a great time doing it!

By choosing us, you can be part of our mission to make loans and homeownership simpler and safer for all consumers.

Our platform powers servicers and consumers. You power us!

About the Opportunity: As a Sr Customer Support Representative, you will be our second point of contact tasked with providing a professional client experience. You will also help run the day to day and pick up certain duties to assist the manager and team to have better coverage and depth. Service team members are committed to providing exceptional and personalized customer service for our FinTech software servicing solutions, as they troubleshoot and resolve customer issues. This is an excellent opportunity for those that thrive in a fast-paced environment, are passionate about customer service, and are looking to grow within our organization, both technically and professionally.

Your Day-to-Day:

  • Handle customer support requests escalated from Tier 1 by augmenting initial triage efforts with deeper product knowledge, understanding of typical product usage, and familiarity with technical troubleshooting of digital products.
  • Conduct system and usage evaluations to determine customer workflows and procedures to verify proper product usage
  • Partner with other members of the Customer Success organization across multiple time zones to continuously improve our customer experience. As such, be accountable as a core member of the team responsible for coordinating / directing / driving delivery activities across platform to maximize customer delight and adoption
  • Provide business and technical support to triage, analyze, troubleshoot and resolve customer support requests related to functions, capabilities, and usage of all products
  • Execute replication and testing efforts
  • Escalate cases to Tier 3 / 4 Support Engineering as necessary. Be prepared to effectively interact and communicate with others in the organization regarding the nature of the client’s issue/problem and translate technical-speak to business users. Propose fully tested solutions to customers to address their cases and enhance system productivity
  • Be a customer advocate by providing feedback to the product and engineering team on improving the platform to better solve our customers' challenges. Serve as an internal resource for all departments and help them be successful - this might look like responding to "quick questions" in Teams or even joining a virtual meeting to serve as the product or technical expert
  • Monitor open cases to ensure resolution per the established service level agreement (SLA)
  • Maintain accurate and thorough records in the case management system
  • Be responsible for ensuring that customer data is handled securely
  • Excellent communication and people skills (both written and verbal)
  • Thrives in working in a fast-paced startup environment: you have experience managing competing priorities and adjusting schedules to meet deadlines in a fast-paced environment; you see a gap and you fill it
  • Excellent attention to detail and quality with ability to successfully self-manage multiple tasks
  • Familiarity with SaaS (Software as a Service), web browser technologies, technical issue triage
  • Familiarity with case tracking and incident management software
  • Familiarity with consumer lending / loan servicing business workflows

We'd love to hear from you if you have:

*

  • Minimum of 3-5 years of experience in technical customer service (digital / SaaS solutions preferred) in the financial services industry (or related) - within a Fintech company (SaaS B2B2C preferred) or a financial institution.
  • Demonstrated ability to provide exceptional customer technical support skills including probing, gaining agreement and documentation of customer issue(s)
  • Demonstrated ability to handle more complex technical issues
  • Experience in consumer lending / mortgage (servicing preferred) and / or familiarity with the housing finance regulatory environment will contribute to applicant success
  • Travel is not typically required for this role, though occasional travel for company-wide or training events may be needed

Perks!

As an Associate, you will be eligible to participate in our benefit programs beginning on Day #1! We offer a comprehensive package including Remote/Hybrid workplace options, Health Benefits, Unlimited Flexible Time Off, Family Planning Services, Tuition Reimbursement, Paid Family Leave, 401(k) Matching, Pet Insurance, LinkedIn Learning, Virtual Social Experiences, Career Pathing, Focus Time Fridays and much, much more!

Apply with this link

https://fastawork.typeform.com/apply#job_posting=AL011122CS3 

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