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Customer Success Specialist
2 months ago
We are looking for a tech-savvy Subscriber Success Specialist with great attention to detail and excellent communication skills. As a Subscriber Success Specialist, you will be responsible for engaging with Subscriber accounts through cases, emails, chats, and phone calls. In the subscriber engagements, you will offer training, support, product adoption, and upsell subscriptions.The ideal candidate is a self-starter, who can learn quickly, maintain focus, and work well collaboratively while being responsible for their own results in an autonomous environment.
This role is an on-site position, requiring 5 days a week in the office. It is based in the Orlando area near International Drive, just minutes from I-4 and the Turnpike. If you're applying from out of state, please indicate in the header of your resume you are "Planning to Relocate" or your application may be automatically rejected due to distance.
About Us: Recently voted Inc Magazine 2023 Best Places to Work, Biller Genie is an award-winning B2B SaaS platform that helps businesses get paid faster. We have offices in Miami and Orlando, growing rapidly, with clients all over the United States. Our technology is disrupting the payments and accounting industries. Visit www.billergenie.com to learn more.
In this role, you will be expected to:
- Assist, train, support, and upsell subscriber accounts via the ticketing system, phone, email, Zoom, and chat.
- Drive usage of our features to accounts to help reduce account churn.
- Identify and troubleshoot customer-reported issues to work closely with our support and development teams to correct bugs or discrepancies in our software.
- Provide positive, polite, and professional customer support through empathy, understanding, and ingenuity.
- Engage with subscribers in training as needed to remedy issues reported.
- Create and document support cases that include daily interactions with subscribers, reported issues, and completed solutions while always following all internal processes.
- Author help center articles as needed to improve our online knowledge base.
- Passionately and diligently work to resolve issues reported by subscribers.
- Support internal teams with customer-reported issues and with general questions about the software.
- Stay up to date with new features released in our software.
- Keep up in a fun, fast-paced environment surrounded by a passionate team that believes in the Biller Genie vision and journey
- Minimum 2-5 years of technical customer/subscriber success experience, preferably with SaaS fintech with payment processing being a huge plus.
- Demonstrated ability to provide superior Customer Service in a fast-paced environment. Experience in startups is a plus.
- Ability to multi-task, prioritize, and manage multiple projects and issues simultaneously in a calm, cool, collected manner.
- Attention to detail and ability to perform in a high-energy high expectation environment.
- Excellent communication (both written and verbal) and interpersonal skills.
- Experience with QuickBooks, Salesforce, or payment processing is a plus.
Benefits:
- Comprehensive Medical, Dental, and Vision Plans
- 401k with up to 4% Company Match
- Flexible Open Paid Time Off (PTO) Policy
Our Mission:
To provide an automated A/R platform that seamlessly integrates existing business processes for the SMB market.
Our Core Values:
Get Shit Done Right - We work hard and ensure tasks are completed correctly and on time, every time.
Own it - We are subject matter experts who know what we know, and we are confident enough to speak up when we see something wrong.
Catch Up - We are high performers and love a fast-paced environment.
Believe in the Genie - We are passionate about where we are going as a team and we show we care.
Class shines - We are articulate professionals who carry ourselves well and speak with purpose.
Applicants must be authorized to work for ANY employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.
