• It will be imperative that this person be detail-oriented, self-motivated, able to stay focused in a fast-paced environment and adapt to frequent updates
• High School or equivalent
• 2+ years of applicable Customer Support within a technology company
• Excellent detail-oriented, organizational, and time management skills
• Experience managing high priority tickets in a fast-pace environment
• Experience working with tickets within HubSpot
• Experience with SalesForce
• Experience with Payment Support
• Proficient in working with Outlook, Microsoft Excel, Microsoft Word
• Analytical and problem-solving skills
• Customer focus and adaptability to different personality types
• Self-driven with the ability to work with little supervision
• Excellent verbal and written communication skills
• Adapt to frequent changes

Desirable

• SBT is looking for a Customer Support Representative to help take our company’s growth to the next level
• The ideal candidate will be responsible for providing text and payment support to our clients
• Duties include handling high priority tickets within a fast-paced environment, escalating client/software issues to technical, and understand/analyze client requests to ensure high CSAT
• Help oversee day-to-day SBT Customer Support functions
• Ticketing Management within HubSpot
• Respond/resolve customer inquiries to achieve company SLA’s
• Identifying and assessing customers’ needs to achieve high CSAT
• Support the efforts of senior management to maintain a high NPS
• Escalating tickets and concerns
• Obsessed about client satisfaction
• Keep accurate and detailed records of customer interactions, action items, and file documentation
• Resolve client issues by using the appropriate tools/channels
• Troubleshoot client issues and partner with technical for resolution
• Text Support; new account creations, account updates, customer training, reporting, and QA
• Work with the management team to stay updated on SBT software updates, product knowledge, new releases, and be informed of any changes in company policies
• Enforce SBT Compliance standards with Clients
• Maintain clear communications and flow of information with internal and external parties within tickets owned
• Take ownership and assume full accountability for the overall success of tickets managed
• Ability to effectively interact with clients in addition to multiple internal stakeholders
• Attentiveness and patience
• Adhere to the Company's Code of Conduct/Ethics
• Create and maintain effective working relationships with clients and internal stakeholders
• Ability to multi-task, prioritize, and manage time effectively
• 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 CSR job and position
• Provide superior client services to maximize customer satisfaction
• Other duties as may be assigned