Client Support Specialist

Our Client Support Specialist acts as a liaison, provides product/services information and resolves any emerging problems that our customer accounts might face with accuracy and efficiency.

As a Client Support Specialist, you will play a crucial role in ensuring the smooth functioning of our mobile app and delivering exceptional customer support to our clients. You will be responsible for understanding and resolving issues related to API and manual software integrations, as well as providing technical assistance to clients facing challenges. Your ability to develop a deep understanding of our clients' needs, identify issues, and take proactive measures to address them will be key to success in this role.

What You’ll Do

• Provide exceptional client support through various channels (email, chat, and phone) through Zendesk to address client inquiries, technical issues, and escalations related to client payroll & timeclock software integrations.
• Drive forward critical customer support metrics such as first response time, full resolution time, and Customer Satisfaction Ratings
• Collaborate with internal teams, including Customer Support, Account Management and Onboarding Managers to identify, troubleshoot, and resolve issues effectively and efficiently
• Develop a comprehensive understanding of our client-facing features and portals, functionalities, and integration processes, and be able to articulate them clearly and concisely to clients.
• Act as a liaison between clients and internal teams, conveying client feedback and concerns, feature requests, to help drive product improvements.
• Report and troubleshoot system breakages and bugs via Jira ticketing system.
• Document and maintain a detailed record of client interactions, including issues reported, solutions provided, and follow-up actions taken, using Zendesk ticketing system.
• Contribute to the development and improvement of client support processes to refine and improve internal team processes.
• Collaborate with Account Management and Implementations teams to onboard new clients smoothly, ensuring a successful post-launch experience.
• Continuously monitor tickets and queues to identify patterns, trends, and potential areas for improvement to optimize client satisfaction and retention.
• Provide clients guidance on HR and Payroll best practices

What You’ll Bring

• Ability to work Mon-Fri 11AM CST-7:00PM CST
• Bachelor's degree in computer science, information technology, finance, or a related field (or equivalent practical experience)
• Previous experience in a similar client support role, preferably within the fintech industry or a related field.
• Strong technical aptitude and understanding of APIs, integration processes.
• Excellent problem-solving skills with the ability to analyze and troubleshoot complex issues effectively.
• Exceptional verbal and written communication skills, with the ability to explain technical concepts to clients in a clear and concise manner.
• Customer-centric mindset with a passion for delivering outstanding service, and resolving client issues promptly.
• Ability to work independently and collaboratively in a fast-paced environment, managing multiple priorities and meeting SLAs.
• Proficiency in using ticketing systems, CRM platforms, and other relevant support tools.
• Flexibility to work evenings or weekends to accommodate team & client needs or urgent support requirements.

At this time, Tapcheck does not provide sponsorship for employment-based visas (e.g., H-b, L-1, TN, etc.). Therefore, candidates must already possess the right to work in the United States without the need for employment-based visa sponsorship now or in the future. 

This is a remote-friendly role. Ideally, candidates will sit in the following states: AL, AZ, CA, CO, DC, DE, FL, GA, ID, IL, LA, MI, MA, MO, NC, NH, NJ, NV, NY, PA, OR, OH, RI, SC, TX, VA, WA, WI 

About Tapcheck

Tapcheck is a digital platform offering an easy and convenient way to access on-demand earnings early. Available at no cost to employers, our app-based on-demand pay solution helps relieve the financial stress that many employees experience on a daily basis.

The Tapcheck team is passionate about our mission to improve financial wellness and boost business productivity. By giving workers the ability to transfer wages they’ve earned directly to their bank account or pay card without waiting for payday, Tapcheck eliminates the need for high-interest payday loans or employer-funded cash advances.

How We Get Things Done

Our core values act as a steadfast guide, directing our decisions and anchoring our actions. We consider thes