Customer Support Specialist

This is a remote position.

About the Role:

We are looking for a Customer Support Specialist to join our team at Unit21. You will drive value across our customer base, engaging with customers mainly through ticket communication. This may include assisting with troubleshooting, best practices, technical support, and helping users derive maximum value from our product.

What you will be doing:

 Serve as front line to all incoming customer support tickets and ownership of own ticket queue

• Seek to comprehensively understand customer problems, needs, and priorities in order to efficiently deliver the best customer experience possible

• Gain a comprehensive understanding of the Unit21 platform in order to provide first level resolution when possible

• Prioritize assigned tickets accordingly based on severity of ticket

• Review inquiries to troubleshoot and determine root cause. Typical actions may include: 

• Troubleshooting detection models, alerts, and case management issues on platform

• Identifying bugs or feature requests

• Providing best practices on detection models to reduce false positive alerts and processing time

• Investigating operation workflow issues

• Investigating file upload and download issues

• Sharing and escalating requests to other internal teams

• Working to maintain the SLAs of Customer Support 

• Partner with internal teams, including: 

• Customer Success, for customer communication alignment, troubleshooting and de-escalation of customer issues

• Product, for sharing product feedback and new feature requests

• Engineering, for bug fixes and outages

What we’re looking for:

• 2+ years of experience in customer facing roles, including client services and technical support

• Ability to communicate complex technical problems in a human tone and customer friendly language

• Strong interpersonal skills required to function both in a team environment and to build relationships with our customers

• Generalist technical background with demonstrated technical aptitude and problem solving skills

• Excellent verbal and written communication skills

• Sense of curiosity to understand our evolving offering and the actual customer requirement

• Bachelor’s degree or equivalent work experience

Bonus Points:

• Experience with ticketing systems: Zendesk, Shortcut

• Fintech experience

• Experience with SQL and Database Concepts

Compensation:

The standard base pay range for this role is $60,000 - $70,000 Annually. This base pay range does not include variable compensation including potential commissions, bonuses or other financial or equity incentives.

Unit21 is an equal opportunity employer, we encourage all to apply, even if you do not meet each requirement above. We are building a diverse, inclusive workforce and hope you will join us!

#BI-Remote

Unit21 is an equal opportunity employer, we encourage all to apply, even if you do not meet each requirement above. We are building a diverse, inclusive workforce and hope you will join us!

What we can offer you:

• Competitive salary and pre-IPO stock options

• 100% company-paid medical, dental and vision insurance (for employee)

• Optional HSA and FSA medical reimbursement accounts

• Unlimited paid time off

• Generous leave progra