Customer Support Representative

Job Description:

Role Summary/Purpose:

We are seeking to add a Customer Support Representative to our Support Team to serve as the frontline in our commitment to outstanding customer service. In this pivotal role, you will address both technical and non-technical inquiries, guiding customers through our platform with ease and efficiency. This position is essential to maintaining the high standards of service that define Versatile, offering a unique opportunity to directly impact our customers' experience. Some of the key areas of impact this role will drive are as follows:

• Resolve Technical Issues: Quickly troubleshoot and solve platform-related problems, ensuring a seamless user experience.

• Boost Satisfaction & Loyalty: Enhance customer satisfaction and loyalty by effectively addressing their needs with empathy and expertise.

• Strengthen Versatile's Reputation: Your proficient support reinforces our standing as a reliable and user-friendly lending technology leader.

• Inform Platform Improvements: Provide critical feedback from customer interactions to help refine and advance our technology.

Essential Responsibilities:

• Receive and respond to all communications within mandated service level

• Diagnose and resolve all identified Tier 1 troubleshooting opportunities with >85% First Call Resolution.

• Gather and document all identified information within the ticket, which may include:

  • Contact Name and Number

  • Name of retailer

  • Key(s) of impacted device(s) experiencing issue

  • Location(s) of impacted device(s)

  • Detailed description of the issue (When did the issue begin? If occurred during application process; name of applicant, section of application where issue occurred, & time submitted, etc)

  • Screenshots if available/relevant

• Determine if the inquiry is related to Versatile or an external party. If the inquiry is related to an external party, assist with routing to the necessary retailer/lender.

• For issues that are determined to be outside the scope of Tier 1 support, escalate all inquiries to the appropriate contact, primarily Tier 2 support.

Qualifications/Requirements:

• Bachelor’s Degree with 1+ years experience in a technical Customer Support position; or in lieu of degree, a high school diploma or GED with a minimum of 2+ years of experience in a Customer Support role.

• Familiarity with various Customer Support and CRM Tools preferred (such as Zendesk, Jira, Confluence, and/or  Salesforce)

• Excellent communication and presentation skills

• Customer orientation and ability to adapt and respond to different types of characters

Desired Characteristics:

• 1+ years experience in a technical Customer Support position

• Technical Customer Support of a software or product preferred.

• Zendesk CRM is preferred.

• Customer-Centric: You possess a strong desire to help others, with an ability to adapt to various personalities and maintain patience and professionalism.

• Multitasker: You're able to juggle multiple tasks simultaneously, prioritizing effectively to ensure all customer inquiries are handled promptly.

• Technical Curiosity - While you may not be able to address every technical customer issue that comes in, you have the desire to learn more about the issues and an aspiration to grow your skill set.

• Team Player: You thrive in collaborative environments, ready to share knowledge and work together to achieve common goals.

Grade/Level: 06

The hourly rate range for this position is $23.50 - $31.50/hr USD Annual and is eligible for an annual bonus based on individual and company performance.

Actual compensation offered within the posted salary range will be based upon work experience, skill level or knowledge.

Eligibility Requirements:

• You must be 18 years or older

• You must have a high school diploma or equivalent

• You must be willing to take a drug test, submit to a background in