The Client Support Specialist is responsible for answering incoming customer inquiries, solving customer issues and escalating cases to tier two teams or management when necessary. They handle cases related to at least ten major areas of the eMoney platform. They demonstrate a commitment to customer satisfaction and maintain high levels of call quality and professionalism. The Client Support Specialist consistently meets or exceeds the efficiency standards set forth by the company and displays ownership when handling customer requests.
This is a 100% remote eligible role.
Manages inbound calls, emails or chats in a timely manner
Provides support to Client Support team members
Identify customer needs, clarify information, research every issue and provide solutions
Meet personal and team quantitative and qualitative targets
Log all appropriate details of interactions in a comprehensible way
Attends all trainings and completes all assignments to familiarize themselves with the eMoney platform and Client Support policies and procedures
Answers service calls or emails of increasing complexity regarding eMoney applications as they progress through training, relying on resources when needed
May review emails and processes administrative requests
Competently answers questions and resolves customer issues
Escalates complex issues to tier two teams when necessary
Stays up to date on system releases, new features, bugs
Maintain high levels of call quality and professionalism
Meets efficiency standards set forth by the company
Experience in a customer service, customer support role or relevant experience
Familiar with web applications
Familiar with financial concepts and terms
If you have worked as a CSR, customer support representative, customer service representative, you are encouraged to apply.
We believe that the freedom to explore new ideas, reimagine new ways of doing things, and solve problems is what drives us forward. From continuous advancements in our core products to grassroots efforts like our incubator projects and internal hackathons—we foster innovation across the company. And we are committed to continually adding value for our clients through cutting-edge technology solutions and services