Customer Support Representative

This is a fully remote position, open to applicants in Ohio.

📋 Description

• Provide assistance to customers, auditors, and the customer success team with their inquiries

• Maintain an expert-level understanding of BillReview IQ software applications and their updates

• Respond swiftly to incoming customer calls during designated hours

• Track, manage, and resolve customer issues within established timelines

• Develop and maintain relationships with both internal and external users

• Identify and document software bugs or requests for changes

• Collaborate with senior team members to log and escalate issues using tracking software

• Document customer interactions, troubleshooting steps, and resolutions in the CRM system

• Analyze recurring problems to determine root causes and support ongoing improvement

• Work one late shift per week from 11:00 AM to 8:00 PM

• Carry out other assigned tasks and travel as needed

⛳️ Requirements

• High school diploma or equivalent GED is required

• Bachelor's degree from an accredited institution is preferred

• Minimum one year of customer service experience in technical support, helpdesk, or a similar role is required, or a comparable combination of education and experience

• Exceptional verbal and written communication skills

• Strong interpersonal abilities with a customer-focused approach

• Capability to troubleshoot and assist users of software applications

• Basic understanding of computer functions and the ability to guide users through technical processes

• Excellent organizational, time management, and multitasking skills

• Strong analytical and problem-solving skills with meticulous attention to detail

• Ability to research solutions, retain information, and effectively utilize available tools and resources

• Proficiency in Microsoft Office products and general PC applications

• Capability to work both independently and collaboratively within a team environment

• Adaptable, resourceful, and flexible in approach to work

• Ability to meet or exceed performance competencies

• Availability to work one late shift (11:00 AM–8:00 PM) per week

🏝️ Benefits

• Medical insurance

• Dental insurance

• Vision insurance

• 401(k) plan with matching

• Paid Time Off (PTO)

• Disability insurance

• Life insurance

• Employee assistance programs

• Flexible spending accounts or health savings accounts

• Additional voluntary benefits

• Emphasis on work-life balance

• Reasonable accommodations provided when applicable and appropriate