Customer Support Specialist Jobs

If you’re intrigued by innovation, love the art of delivering excellence to customers, and are inspired by a work hard / play hard team environment – keep on reading!

Software is developed to solve business challenges. While technology providers have rallied to bring more efficiency to most areas of a business, via software, Accounts Payable (AP) processes have been highly ignored. Bottom line, most mid-size organizations pay their glut of invoices no different than they did 30 years ago. Lots of paper, a room full of people, manual opening and review of each envelope, the painstaking monotony of typing invoice data into accounting systems, and then chasing down Joe or Sue to approve payment (yuck). Yooz has applied the latest in innovative cloud technologies to tackle that age-old challenge and bring maximum financial and process efficiencies to our customer’s AP process. Yooz is modern AP built on innovative AI technologies.

Your Mission

The primary role of the Customer Support Specialist is to maintain the highest level of satisfaction with customers using the Yooz platform while solving their issues. You’ll know you’re kicking butt in this role when you regularly exceed at customer satisfaction and are having a blast along the way. Please apply if you are passionate about making a difference in an organization and making customer’s say Wow!

The Customer Support Specialist is frontline in making sure our customer remains satisfied after being onboarded and activated on the Yooz AP automation platform. It is the responsibility of the Customer Support Specialist (CSS) to keep driving user adoption and success with the Yooz customers.

Responsibilities include resolving customer queries, recommending solutions and guiding product users through features and functionalities. Ultimately, you will help establish our reputation as a company that offers excellent customer support during after-sales procedures.

In close conjunction with our customers and Yooz global support management team, you will be responsible for supporting our American client base; ensuring contractual and technical obligations are met while maintaining a high level of client satisfaction. You will serve as an escalation point for issues that impacts the customer’s success in relationship with the Customer Success Team and the R&D Team.

Your Responsibilities

Customer Support

• Learn from customer interactions to help enhance customer experience.
• Use creativity to showcase best practices to the rest of the team.
• Input relevant technical issues & enhancement requests into tracking software.
• Assist with testing of future releases including enhancements and bug fixes.
• Identify early symptoms, patterns and solutions for upcoming technology challenges
• Develop best practices, tips and training scripts for customers on proper use of program.
• Resolve technical problems which may require configuration and/or development (Groovy, SQL).
• Contribute to team meetings with appropriate content, views and suggestions.
• Lead by example, with nothing being too detailed or hands-off.
• Perform advanced analysis and diagnosis to understand technical issues and answer questions through email, phone, screen share calls or live chat.
• Ensure 100% retention by delivering stellar customer support after clients are live on the Yooz platform to create Yooz advocates.

Requirements

• 2 years of experience supporting and/or implementing enterprise, proprietary or SaaS based solutions
• Working Hours: 10:00 AM to 7:00 PM CST or 8:00 AM to 5:00 PM PST
• Knowledge of Accounts Payable is a plus.
• 1 or 2 years of experience supporting a platform in a tier 1 or tier 2 role and/or experience in managing Software support tickets in a queue.
• Sufficient background to understand the technologies and technical issues involved with Yooz platform and to anticipate, identify, and manage resolutions of critical obstacles.
• Development experience is a plus.
• A Bachelor’s degree is required.

Skills

• Ability to work in a start-up mode: dynamic, fast growing, international.
• Self-motivated, positive, proactive and innovative style.
• Knowledge of web services (HTTP, REST, OAuth, Json, XML, CSV).
• Proven ability to multi-task and establish priorities.
• Business athlete and aggressive team player - hungry, nimble and intelligent.
• Excellent interpersonal, oral/written communication and organizational skills.
• French & Spanish fluency is a plus.
• Knowledge of SQL language.
• Knowledge of scripting language such as Javascript, Groovy or equivalent.

Benefits

Yooz cares about people and centers on its employees, values and vision. Yooz strives to provide a collaborative environment where each person feels encouraged to contribute to the company's success. Here are some benefits and assets the company offers:

• Generous paid time off and paid holidays
• 401(k) plan with employer match
• Health, dental & vision insurance for the entire family starting your 1st full month
• Awesome work environment (open space, kitchen, free snacks, break room with TV and Wii games, a nice gym, etc.)
• Competitive base + performance-based bonuses
• Amazing quarterly team events and activities
• Group life insurance
• Bi-monthly 'happy hours'
• Great work-life balance