Senior Customer Support Representative

Position Summary

SBT is looking for a Sr. Customer Support Representative to support our company’s rapid growth. This role will be responsible for providing consultative text and payment support to our customers. At a minimum the ideal candidate will need to be an energetic, persistent customer advocate and problem solver who can translate customer needs into a plan of action.

Job duties include handling high-priority inbound customer requests within a fast-paced environment, managing issues in collaboration with technical partners, and analyzing customer requests to ensure adherence to service level agreements (SLA). The successful candidate will be detail-oriented, self-motivated, adaptable, and focused in a high-energy environment.

Job Specific Duties and Responsibilities
• Resolve complex inbound customer support and technical questions, requests, and issues
• Deliver expert knowledge and technical consulting by phone, email, chat and webinar channels
• Develop an expert level working knowledge of company’s products, structures, workflows platform features
• Take ownership and accountability of customer requests contributing to high level of CSAT
• Manage customer escalations with persistence and urgency
• Ensure customers receive the appropriate level of detail and follow-through
• Utilize available tools and operational processes in accordance with company policies, procedures and SLA’s
• Handle customer complaints with care, ensuring they are brought to the attention of leadership
• Manage queue of tickets, maintaining clear communication, internally and externally
• Maintain accurate and detailed records of customer interactions, action items, and file documentation
• Remain current on SBT platform releases, compliance updates, and changes in company policies
• Contribute to development of the SBT Knowledge Base
• Collaborate with management to effectively train and mentor junior staff members, as needed

Compliance Duties

The Sr. Customer Support Representative will also be a key supporter of compliant texting, including:
• Identifying non-conforming processes
• Promoting best practices in compliance with customers
• Staying current on industry regulations including FDCPA, TCPA, CTIA and other industry-related requirements
• Adhering to the Company's Code of Conduct/Ethics
• Ensure the security of information

Competencies And Experience
• 3+ years of applicable Sr. Customer Support experience working in a technical or Software-as-a-Service (SaaS) support or success capacity
• Experience managing higher complexity, larger customer requests in a fast-paced environment
• Experience with Postman and SoapUI
• Proven analytical and problem-solving skills
• Excellent detail-oriented, organizational, and time management skills
• Ability to listen and collaboratively problem-solve
• Passion for increasing customer happiness and deepening customer relationships
• Proficient in working with Microsoft Office and Zoom phone/webinars
• Customer focus and adaptability to different personality types and situations
• Excellent verbal and written communication skills
• Projects a professional and appropriate Company image in all dealings with clients, vendors, business partners and visitors
• Experience with texting and/or payment solutions is a plus
• HubSpot, Salesforce, and Jira experience is a plus
• Bachelor’s degree is preferred

General Duties and Responsibilities
• Adhere to the Company's Code of Conduct/Ethics.
• Create and maintain effective working relationships with other Company employees.
• Ability to multi-task, prioritize, and manage time effectively.
• Contribute to the professional culture within the office and the company overall.
• Project a professional and appropriate Company image in all dealings with clients, vendors, business partners and visitors.
• Ensure security of information in all matters pertaining to company, client, and consumer information.

About Solutions by Text

Solutions by Text (SBT) was founded with the mission to deliver impactful conversational messaging and convenient payment solutions. Built on wireless carrier industry best practices, SBT is the only compliance-first provider of enterprise texting solutions in the market. More than 1,400 consumer finance organizations, including leading brands in auto finance, banking and lending, trust SBT to ensure convenient, effective, and compliant relationships with their millions of consumers. SBT is headquartered in Dallas, TX with remote teams and offices throughout the United States.

Game-changing Technology Built for Growth

Solutions By Text (SBT) is changing the way highly regulated businesses engage, interact and transact with customers via their mobile devices. Since adding its first customer, SBT has quickly become the leading text provider to consumer finance companies and various other regulated industries. Recognized as part of the Inc. 5000 fastest growing companies as well as Best Places to Work, SBT continues to evolve and expand through the addition of great employees who desire an exciting, collaborative culture.

Solutions By Text is committed to promoting the values of diversity and inclusion throughout the business. Whether it is through recruitment, retention, career progression or training and development, we are committed to improving opportunities for people regardless of their background or circumstances.

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