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FundingShhhh...
Employees5
Salary30,000-50,000/YR USD
FulltimeYes
TelecommuteNo
IndustrySaaS, Software, Enterprise, Financial Services
View full company profile
Other Openings
General
Accounting and Finance

Customer Support and Product Evangelist

at Funding Gates in New York, NY   —   Mar 28, 2014   |  
Overview
Funding Gates is a financial technology company whose SaaS (Software-as-a-Service) application is helping small businesses better manage their open invoices and tackle late paying customers. We passionately help these businesses stay IN business by ensuring that they are able to seamlessly and easily keep control of their most valuable asset: cash flow.

We’re passionate about these businesses and providing them with the absolute best customer experience is one of the things that defines Funding Gates. How many times have you spent hours on the phone waiting for a customer service rep? Or engaged with a hurried individual, someone who clearly hated their job, life and has no intention in helping make your life easier? Our customer service team is working to ensure none of our customers ever have an experience that even slightly resembles one of the above scenarios.

Currently, we’re looking to grow this team. We want to find an individual whose anxious to spread this mission and start changing the way that customers experience products. It’s beyond simply helping them effectively use our product; it’s about taking an active interest in both their business and who they are as people, and always going above and beyond in making their lives easier.

Do you get excited about changing the way customers interact with companies? Think you have what it takes to join this kind of team?
Responsibilities
Be responsible for all user inquiries. This doesn’t always mean simply troubleshooting: it’s about evangelizing and demoing the product.
Proactively contact existing customers on a consistent basis to see if they have questions or need help.
Answer support phone calls, emails and chats that will require you to be able to rock technical questions day in and day out and, equally important, have our customers feeling valued and heard in each interaction. Being able to improvise is a great quality, as you might not always have the answer.
Take every situation, especially bad ones, as an opportunity to create an extraordinary experience for our customers.
Be creative and have fun executing on ways to truly make our customers feel loved and supported – this includes gifts and wider initiatives. The more creative, the better! We like thinking big here.
Be extremely detail oriented and organized. It’s important you document and report every bug as well as all feature requests.
Write effective, helpful and enjoyable FAQ articles for Funding Gates’ help center whenever a new issue or question is addressed.
Be proactive in identifying patterns and trends with customer support issues and taking initiative to helping solve bigger ticket issues.
Collaborate with our product team and engineers to solve customer support tickets. Help solve interesting technical problems, which involves learning the basics of software development. An interest in software development is crucial.
Learn the product and the small business market inside and out. It’s important you not only understand how the product works, but the bigger problem it’s trying to solve.
Extraordinary individuals who truly grasp the idea behind the product will be given the opportunity to take on a more consulting-based customer support position, as well as the opportunity to write for our very high-trafficked blog and build their online portfolio.
Experience
Passion & empathy for our client’s needs. Ability to really listen to them & put yourself in their shoes. It’s important that you care and know how to show them you care.
Stamina & resilience. Can you speak to 40 clients every day, faced with tough problems and tough personalities, and still be able to deliver extraordinarily every single time?
Results-orientation. Do you set high expectations and deliver each and every time?
Internet and social media skills. Do you use the internet and social media all the time with ease?
Problem solving skills. Are you creative and analytical in resolving issues?
Self-starter. Are you able to figure out on your own what needs to be done and see projects through to completion with minimal instruction or guidance?
Fantastic communication skills. Can you communicate clearly and concisely in writing, in person, and over the phone?
Multi-tasking. Do you have excellent time management skills to handle multiple projects at the same time?
Awesome interpersonal skills. Do you find that people come to you for help and support?
Openness towards flexible hours
Please provide 2 writing samples and link to Twitter account if available.
Education
4 year University degree required
Compensation
Base Salary + Equity
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