Support Specialist - Remote

Arsenault; Philadelphia (Philadelphia County); Remote; USD 48,000 - 72,000; Full time

Benefits offered by this job

Unlimited Vacation

Competitive Compensation Package

Great Healthcare Benefits

401k Match

Work From Home Stipend

Work From Home Stipend

Supportive, collaborative team

Job summary

A financial services technology company is seeking a Support Specialist to join their Client Success Team. The ideal candidate will have at least a year of experience in high-volume customer service and be able to problem-solve enthusiastically. This role involves evaluating customer inquiries, resolving issues, and collaborating with cross-functional teams to enhance the customer experience. Key benefits include unlimited vacation and a flexible remote work schedule.

Qualifications

• 1+ year experience in a high volume customer service role.
• Detail oriented and organized with the ability to multitask.
• Experience in a tech or startup environment is a plus.
• Able to work independently in a fast-paced environment.
• Tech-savvy and capable of troubleshooting.
• Prior experience in tech or startup environments is a plus.
• Zendesk experience is a plus.

Responsibilities

• Evaluate and process customer orders and inquiries.
• Resolve escalated customer inquiries via various channels.
• Collaborate with teams to analyze and resolve customer issues.
• Resolve escalated customer inquiries on a daily basis including but not limited to loan and payment related matters, technical issues, and other general questions via phone call, email, and chat.
• Help identify trends and areas of improvement including communication, process updates, and product features.
• Collaborate cross-functionally with other Arsenault teams to analyze, assess and resolve complex customer issues.
• Stay up to date on new product features and improvements.
• Analyze and report product issues to our Engineering and Development teams.
• Meet customer satisfaction, efficiency metrics and issue resolution targets.
• Gather customer feedback and share with our Product, Sales and Marketing teams.

Skills

Customer service skills

Problem-solving

Attention to detail

Multitasking

Tech-savvy

Tech savvy

Zendesk experience

Tools

Zendesk

Job description

About the job Support Specialist - Remote

Launched in 2017, Arsenault is a B2B financial services technology company that allows merchants to offer an instant buy now pay later function that is seamlessly integrated at checkout. Arsenaults proprietary process facilitates lightning-fast financing approval that is unique in the B2B space and proven to help merchants drive sales, revenue and conversions. Merchants equipped with Arsenault also benefit from immediate payment, unmatched ROI from greater AOV, and stronger customer loyalty.

We are looking for an enthusiastic, quick-thinking Support Specialist for our fast paced client success team. As a member of the Client Success Team, you will be responsible for delivering amazing solutions and outcomes for our Arsenault Anywhere clients, that leads to long-lasting customer loyalty.

What Youll Do

• Evaluate and process Arsenault Anywhere orders, and handle customer inquiries regarding their invoice requests.
• Collaborate with the Risk department to ensure invoices are approved in a timely manner and adhere to compliance guidelines as well as collecting all necessary documentation.
• Call Arsenault Anywhere merchants and be comfortable pitching the services that Arsenault offers our borrowers.
• Resolve escalated customer inquiries on a daily basis including but not limited to loan and payment related matters, technical issues, and other general questions via phone call, email, and chat.
• Help identify trends and areas of improvement including communication, process updates, and product features.
• Collaborate cross-functionally with other Arsenault teams to analyze, assess and resolve complex customer issues.
• Stay up to date on new product features and improvements.
• Analyze and report product issues to our Engineering and Development teams.
• Meet customer satisfaction, efficiency metrics and issue resolution targets.
• Gather customer feedback and share with our Product, Sales and Marketing teams.

Requirements

• 1 year+ experience of a high volume customer service role.
• Forward thinking, problem solver who can wow our clients with their personality and enthusiasm while critically thinking of the most outstanding solutions.
• Is detail oriented and organized with a high ability to multitask.
• Can work independently and can pivot in a fast paced, ever changing environment.
• Tech savvy and can troubleshoot.
• Prior experience in a tech or startup environment a plus.
• Experience with Zendesk a plus.

Benefits

• Unlimited Vacation. We hire adults and treat them as such. We are committed to an output-oriented, not butt-in-seat culture.
• Competitive Compensation Package
• Great Healthcare Benefits
• 401k Match
• 100% Remote. Flexible Work Schedule & Location.
• Work From Home Stipend.
• Supportive. Highly collaborative team environment.