Critical Account Specialist

SBS; Alpharetta (GA); Hybrid; USD 50,000 - 55,000; Full time

Benefits offered by this job

Health coverage

Retirement plans

Paid time off

Flexible work

Career development

Competitive pay

Global culture perks

Job summary

SBS is seeking a Customer Support Associate to join its team in a hybrid capacity in the Greater Atlanta area. You will bridge customer needs with product delivery, guide users through features, and resolve technical issues while delivering exceptional service.

The right candidate communicates effectively, is comfortable with help desk tools, and can handle multiple tasks in a fast-paced environment. Two in-office days per week are required.

Qualifications

• Minimum 2–3 years of customer service and support experience.
• Experience providing technical-oriented customer service.
• Customer facing/B2B experience.
• Good knowledge of mobile operating systems: Android and iOS.
• Ability to troubleshoot hardware and software issues.
• Experience using help desk software and remote support tools.
• VolP knowledge.

Responsibilities

• Offer customer support to end users/dealers via dashboard and mobile app.
• Handle inbound/outbound calls and emails to resolve issues.
• Log calls and resolution steps.
• Escalate unresolved issues to CS team; suggest process improvements.
• Provide dealer training on calls as needed.
• Troubleshoot client technical issues (e.g., resets, app access, password resets).

Skills

Customer service

Technical troubleshooting

Communication

Multitasking

Team player

Education

High School Diploma

Tools

Help desk software

Remote support tools

Job description

Position Overview

We are currently seeking a Customer Support Associate to join the SBS Family!

Our customers are the core to our definition of success and therefore how we engage and assist with their experience is a crucial aspect to our success as a company! Our Customer Support team is B2B focused and is in place to help us provide the best possible experience to every customer who interacts with us. The customer support specialist will bridge the gap between what our customers need and what we're delivering — helping us to not only meet but also exceed their expectations.

As a Customer Support Specialist, you will serve as an expert on the function and use of specific products and guide customers through complex questions or issues. You will process complaints and issues related to our products and services and play a vital role in enhancing customer experience by assisting in resolving said complaints, making recommendations, providing information about the company's products and services and frequently providing necessary technical assistance. You will be responsible for guiding product users through features and functionalities. To be successful in the role of a customer support specialist, you should be an excellent communicator who's able to earn our clients' trust. You should also be familiar with help desk software.

This position follows a hybrid work model, requiring two in-office days per week. Candidates must be located in Greater Atlanta Area to be eligible.

Target Salart Range: $50,000 to $55,000 USD.

Responsibilities

• Offer customer support to end users/dealers across our dashboard and mobile app product
• Handle inbound and outbound calls and emails to ensure customer satisfaction by resolving issues
• Log calls and resolution processes
• Escalate issues that cannot be resolved with customer interactions to the appropriate CS team member Propose improvements to automation and exploring opportunities to reduce email and phone enquiries
• Provide dealer training or re‑training on calls accordingly
• Research and troubleshoot client technical issues — including but not limited to:
  • Hard resets, i.e. power on/off device
  • Application access/closeout
  • Backend password reset

Qualifications

• Good knowledge of mobile operating systems: Android and iOS
• Experience using help desk software and remote support tools
• Understanding of how to troubleshoot hardware and software issues
• Ability to conduct research to stay on top of software and hardware trends VolP knowledge
• High School Diploma
• A minimum of 2-3 years previous customer service and support experience
• Experience providing technical-oriented customer service
• Customer facing/business to business experience

Preferred Experience:

• Experience of automotive/equipment funding or auto dealerships operations Understanding of how CRM systems work
• Fluency in languages, Spanish, Portuguese, German, French
• Associates or Bachelors in related field OR equivalent certification

Competencies:

• Excellent communication skills — verbal and written
• Strong phone presence and engagement is imperative
• Customer oriented, enthusiastic, courteous, patient and motivated to take charge of customer engagement, service provision and incident resolution
• Demonstrate a willingness to learn
• Must be a team player but also work on your own initiative
• Ability to work in fast paced environment
• C2 - Restricted use
• Ability to multitask
• Excellent problem solving skills

Company Overview

At SBS, we’re more than just a technology company, we’re a global fintech partner helping banks and financial institutions transform, innovate, and grow. With over 5,000 employees worldwide and clients in more than 80 countries, our solutions power everything from digital banking and lending to payments and core banking systems.

As part of 74Software, we’re backed by a group of leading software companies delivering mission‑critical solutions worldwide. Our focus is on delivering long‑term value, leveraging cutting‑edge technology, and fostering strong client partnerships. Join us and be part of a collaborative, forward‑thinking team shaping the future of finance.

Why SBS?

At SBS, we’re committed to supporting our employees in every aspect of their lives, from health and wellbeing to financial security and lifestyle perks. We offer benefits that allow you to thrive at work and beyond, including health coverage, retirement plans, paid time off, flexible work, career development, competitive pay, and global culture perks.

Equal Opportunity Employer

We are committed to providing equal opportunities and ensuring a fair and inclusive recruitment process. We do not discriminate on the basis of age, disability, gender, sexual orientation, race, religion, or any other protected characteristic.