Senior Customer Support Representative, Invoca

• 2+ years of successful customer support role - email and phone
• A positive outlook and real passion for assisting clients every single day
• Ownership and the ability to manage multiple high priority cases
• Detail oriented and excellent interpersonal skills
• Strong written and verbal communication skills
• Proficiency in Microsoft Excel
• Proficiency in APIs and SQL
• Proficiency in updating and creating clear documentation for all technical abilities
• A team oriented individual who has a desire to help their colleagues succeed by providing constructive feedback and technical assistance

Desirable

• We are looking for a Senior Customer Support Representative to join the Invoca Support organization
• This person will be responsible for providing assistance to Invoca clients in a variety of areas including technical support, training, and other related areas
• You will need to be someone who can achieve success with promptness, thoroughness, and accuracy with every interaction
• The Senior Customer Support Representative acts as the point of escalation for the Tier 1 support team reps
• They assess both client issues and internally created tickets that cannot be handled by Tier 1 and require more in-depth troubleshooting
• If no solution is available, senior support takes the lead in escalated cases and knows where to go for higher-level technical assistance
• Manage inbound support requests from clients using a queuing system
• Conduct thorough product training sessions via phone and web conference tools
• Participate actively in quality assurance tests for new products, ensuring high standards
• Rotate in off-hours support to provide continuous assistance to clients
• Collaborate with Customer Success Managers and internal teams to address and resolve customer issues efficiently
• Consistently deliver on work commitments and proactively communicate with stakeholders regarding any arising issues
• Create, review, and maintain Knowledge content within the platform to ensure accuracy and relevance
• Demonstrate leadership abilities by remaining calm under pressure and being flexible to adapt solutions when plans change
• Proactively seek out self-development opportunities and learn from mistakes for continuous improvement
• Quickly diagnose the root cause of customer problems and possess familiarity with common systems Invoca integrates with
• Independently own escalated/Tier 2 cases, guide others, and lead minor projects with tangible deliverables
• Act as a valuable resource for the Support team by facilitating internal team training, joining escalated calls, creating documentation for edge cases, and providing backup support for on-call and queue management when necessary