[Remote] Customer Support - Remote
Note: The job is a remote job and is open to candidates in USA. Ironwood is a company dedicated to helping small businesses across the United States grow and remain competitive. They are seeking a Customer Support representative who will provide enthusiastic customer service and handle escalated issues while maintaining excellent client relations.
Responsibilities
- Provide enthusiastic customer service for inbound/outbound phone and email support
- Be compassionate and dedicated in handling escalated issues
- Work closely and professionally with other departments for the best resolution
- Must be versatile in managing multiple software programs while conversing with all levels of internal and external customers
- Maintain and promote excellent client relations by managing prompt, efficient, and accurate responses to email and phone communications
- Deliver strong and proactive follow-up to customers
- Adhere to defined procedures, standards, and performance expectations
Skills
- High School Diploma required
- Clear and effective communication skills (in person, phone, email, etc.)
- Ability to communicate across all levels with internal and external customers
- Excellent documentation skills
- Keen comprehension skills – ability to clearly understand and state the issues customers present
- Good composition skills – ability to compose a grammatically correct, concise, and accurate written response
- Excellent attention to detail
- Ability to listen, empathize, and understand customer concerns
- Strong interpersonal skills
- Demonstrable conflict resolutions and negotiating skills
- Ability to determine customer needs and provide appropriate solutions
- Take ownership of issues and strive for one-call resolution
- Ability to make quick and accurate judgments and decisions
- Strong time management skills
- Action oriented and self-disciplined
- Organized and detail-oriented
- Proficient with Microsoft Office programs
- Excellent data entry and documentation skills
- Ability to quickly learn and understand new programs and technology
- Quickly develop a strong knowledge of payments products
- Ability to work in a fast-paced, technology-driven environment
- Bachelor's degree preferred; equivalent work experience considered
- Two years of customer service experience preferred
- Knowledge of payments industry a plus
- Bilingual English/Spanish a plus
Company Overview