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Customer Support Representative

at Apiture • Wilmington

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Title: Customer Support Representative

REPORTS TO: Director of Customer Support

FLSA STATUS: Non-Exempt

BRANCH/DEPT: Customer Experience

 

 

POSITION Summary:

The Customer Support Representative (CS Rep) is directly responsible for the support of financial institutions utilizing the Apiture software.   The CS Rep will be made aware of issues through calls, tickets and emails, and will be responsible for diagnosing production level issues, spotting trends and working with internal staff and vendors to get resolution for the customer. The CS Rep will also help to serve as a mouthpiece for users and customers, aiding the Product team in determining how best the system can be made more user-friendly.

ESSENTIAL FUNCTIONS :

·          Handle calls from financial institutions in a friendly, resolution-oriented manner.

·          Work helpdesk tickets by responding quickly, prioritizing issues, developing and employing work arounds to immediately solve user problems and communicating resolution to affected users.

·          Spot trends among tickets in order to identify the root cause of issues.

·          Work with the Product, QA and Development teams to ensure larger, underlying issues are addressed in a timeliness corresponding to their priority level.

·          Work with the Product team to help inform future enhancements—conveying what customers have said would improve the product, as well as an idea of priority for these enhancements.

·          Ensure compliance with Apiture policies, standards and procedures.

·          Other functions as necessary.

SKILLS:

·          Ability to work in a fast paced environment where constant prioritization is essential.

·          Strong written and verbal communication skills.

 

EDUCATION:

·          A Bachelor’s degree or commensurate experience

 

EXPERIENCE:

·          Some experience with customers in a support capacity

 

PHYSICAL DEMANDS/WORK ENVIRONMENT REQUIREMENTS:

·          Vision, hearing, speech, movements requiring the use of wrists, hands and/or fingers

·          Able to sit, stand, stoop and bend

·          The ability to work the days and hours required to fulfill the essential functions of the position

·          The ability to work long hours and to multitask

 

MENTAL DEMANDS:

·          Learning, thinking, concentration

·          The ability to interact with others, work as a team and exercise self-control

·          The ability to work under stressful conditions

·          The ability to make decisions and exercise discretion

 

This Job Description may not include all of the essential functions of this position, and that these essential functions may change as deemed necessary by the manager.