Technical Support Representative

Job Description:

Norwalk, CT-based company looking to hire a Temp to Perm Technical Support Representative.

Hybrid position (few days in the office and few days at home)
Hours: 9 am-6 pm

Here is the description of the position:
They are looking for an individual with experience working for a B2B SAAS company as a Technical Support Rep.
Experience with APIs and integrations with other online products.
Our rapidly growing team of e-commerce and sales tax professionals is looking to add to our amazing Customer Support Team.

Between COVID and the US Supreme Court ruling in 2018 about adding state sales tax to items online, things have just exploded! Joining the team at this stage is exciting and fast-paced. It is also a seriously upwardly mobile position, with the opportunity to advance into other departments and more senior roles. Your future is limited only by your performance and aspirations.
Customer Success Agents handle requests for help via Live Chat and email support requests and answer the occasional incoming phone calls. Topics range from product usability questions to e-commerce configuration troubleshooting and, of course, the typical request for help on how to "understand our invoice."

You will also occasionally be asked to explain state sales tax policy and rate calculations -- ALL OF WHICH WE WILL TRAIN YOU FOR. Our Technical Support Representatives are trusted to directly interact with customers, prospects, and state revenue departments. The ideal candidate has a proven history of outstanding courtesy as well as a real ability to handle many files at once with professionalism and speed. If you have a proactive mindset and are organized, articulate, and intelligent, you may have just what it takes!
You will work side-by-side with other Technical Support Representatives until you are fully autonomous; no matter where you are on the scale of autonomy, you will always collaborate closely with key departments across our firm. Your daily interaction with the IT Dev/Engineering team, our finance department, and our Sales Team will ensure everyone delivers on our promise.

Job Duties:

• Manage/Respond in real-time to incoming customer support issues via the phone, live chat, and ticketing system (Zendesk) during the 9 am-6 pm EST shift
  
• Earn customers` trust by consistently offering professional communication and timely follow-up.
  
• Manage/Respond in real-time to issues raised from initial contact through problem resolution, which can involve Identifying, recreating, or simply deep investigative work tied to software issues or State tax delinquency notices.
  
• Demonstrate the system, software functions, and features to internal and external customers using screen share and video chats.
  
• Manage/Respond in real-time to issues raised from initial contact through problem resolution, which can involve Identifying, recreating, or simply deep investigative work tied to software issues or State tax delinquency notices.
  
• Draft, review, and update knowledge articles and other product support documents when required.
  
• Work with other team members in training clients or new hires where necessary.

Requirements:

• Financial or accounting background desired but not required
  
• Business analysis expertise a plus
  
• Familiarity with basic eComm terminology ("shopping carts," "Plug-Ins," "Payment Processor," etc.)
  
• Ability to solve problems in pressure-oriented situations required
  
• Outstanding communication skills, both written and verbal
  
• Understanding of application program interface (API) is required
  
• AS/BA is desired but not required
  
• The ability to immediately create an environment of clarity and trust.
  
• The desire to make a difference and go the extra mile.
  
• The ideal candidate takes the initiative, is comfortable asking for help, and is open to mentorship
  
• If you are at ease interacting with stressed-out clients who find adding state sales tax to the items or services they sell online a real mystery, then we are the perfect job for you!