Apitureposted 8 months ago
Full-time • Entry Level
Wilmington, NC
251-500 employees
Professional, Scientific, and Technical Services

About the position

At Apiture, our mission is to empower financial institutions to know and serve their clients with the care of a traditional community institution at the scale, speed, and efficiency required in today's digital world. With more than 300 clients throughout the U.S., we deliver comprehensive online and mobile solutions that support banks and credit unions, ranging from small community financial institutions to new, innovative direct banks. The Customer Support Representative (CS Rep) plays a crucial role in this mission by providing support to financial institutions utilizing the Apiture software. The CS Rep will be responsible for addressing issues that arise through various channels such as calls, tickets, and emails. This role requires diagnosing production-level issues, identifying trends, and collaborating with internal staff and vendors to resolve customer concerns effectively. Additionally, the CS Rep serves as a voice for users and customers, assisting the Product team in enhancing the user-friendliness of the system based on customer feedback. The position operates on a shift from 11 am to 8 pm EST, Monday through Friday, and is based in Wilmington, NC, with options for remote work depending on the candidate's time zone.

Responsibilities

  • Handle calls from financial institutions in a friendly, resolution-oriented manner.
  • Work help desk tickets by responding quickly, prioritizing issues, developing and employing workarounds 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.

Requirements

  • Bachelor's degree preferred or commensurate industry experience.
  • Experience working with customers in a support capacity is necessary.
  • Ability to work in a fast-paced environment where constant prioritization is essential.
  • Strong written and verbal communication skills.
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