Customer Service Specialist
3 days ago
**Customer Service Specialist**
Beanworks by Quadient (“Beanworks”) is a rapid growth company on a mission to empower accounting teams to succeed. We are revolutionizing the world of accounting software by disrupting traditional solutions with elegant, cloud-based Accounts Payable Automation software. We were recently acquired by Quadient, a global company who help simplify the connection between people and what matters. As we scale, our powerful and growing Bean Team needs you
We are looking for a Customer Service Specialist to join this exciting team as we continue to grow and deliver quality and innovative products to our customers One of the significant ways we differentiate ourselves from our competitors is by providing an amazing customer experience. Providing great customer service is essential to the success of our operations.
As the front line of our support team, you maintain a first response time within SLA, answer all phone enquiries and assist our Customer Success Managers and our customers with basic troubleshooting and system updates. You create documentation and make the most of our support software.
What You'll Do:
- Be the first point of response for many of our inbound messages and all of our phone enquiries
- Monitor the different channels and suggest solutions supported by help centre articles
- Have impromptu screenshare interactions to reproduce and troubleshoot basic issues
- Filter and judge which requests need to be escalated, and ensure that those highly technical issues are escalated to other relevant departments for support
- Communicate strongly and transfer information in a precise and concise manner
- Use our internal tool to do basic system configuration and data changes
- Assist in the fact processing of back-end changes
- Create canned answers, support articles, tutorial videos, and walk throughs for the customer
- Tag incoming requests, and track the type of issues and enquiries you are getting
Who You Are:
- You are tech savvy, and can quickly adopt to new software
- You have at least 1 year working for a customer support in a technical environment
- Use support software and phone queue system
- Excellent communication skills
- Demonstrated ability to listen to a customer, understand their viewpoints, and identify their needs
- Critical thinking; ability to troubleshoot and resolve complex situations
- Able to translate technical info into customer facing content
- Ability to adapt, adjust to changing priorities and cope effectively with change
**Customer Service Specialist**
Beanworks _by Quadient_ (“Beanworks”) is a rapid growth company on a mission to empower accounting teams to succeed. We are revolutionizing the world of accounting software by disrupting traditional solutions with elegant, cloud-based Accounts Payable Automation software. We were recently acquired by _Quadient_, a global company who help simplify the connection between people and what matters. As we scale, our powerful and growing Bean Team needs you
We are looking for a **Customer Service Specialist** to join this exciting team as we continue to grow and deliver quality and innovative products to our customers One of the significant ways we differentiate ourselves from our competitors is by providing an amazing customer experience. Providing great customer service is essential to the success of our operations.
As the front line of our support team, you maintain a first response time within SLA, answer all phone enquiries and assist our Customer Success Managers and our customers with basic troubleshooting and system updates. You create documentation and make the most of our support software.
**What You'll Do**:
- Be the first point of response for many of our inbound messages and all of our phone enquiries
- Monitor the different channels and suggest solutions supported by help centre articles
- Have impromptu screenshare interactions to reproduce and troubleshoot basic issues
- Filter and judge which requests need to be escalated, and ensure that those highly technical issues are escalated to other relevant departments for support
- Communicate strongly and transfer information in a precise and concise manner
- Use our internal tool to do basic system configuration and data changes
- Assist in the fact processing of back-end changes
- Create canned answers, support articles, tutorial videos, and walk throughs for the customer
- Tag incoming requests, and track the type of issues and enquiries you are getting
**Who You Are**:
- You are tech savvy, and can quickly adopt to new software
- You have at least 1 year working for a customer support in a technical environment
- Use support software and phone queue system
- Excellent communication skills
- Demonstrated ability to listen to a customer, understand their viewpoints, and identify their needs
- Critical thinking; ability to troubleshoot and resolve complex situations
- Able to translate technical info into customer fac
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