Remote Customer Support Jobs
Technical support agent Full Time
Routable is a B2B payment platform created to make invoice payments and bulk payments quickly and without problems. Our mission is to be the easiest way to send and receive business-to-business payments. Unlike other payment platforms, Routable’s modern and easy-to-use API allows you to build a powerful payments infrastructure in minutes.
We are a Series A startup with $ 16 million in funding from Addition (led by Lee Fixel), Y Combinator, Founders Co-op, Box Group, Liquid 2 Ventures, and many others. We are helping some of the largest gig economy markets and companies including Ticketmaster, Snackpass and Garmentory. Hundreds of finance teams trust our decades of experience in B2B payment solutions.
Our environment fosters intellectual curiosity, problem solving, and openness, which provides the support and guidance necessary to succeed, learn, and grow. We’ll make sure you have everything you need to do your best work and make an impact. We are a completely remote startup with our team working from a city they love in the United States and Canada.
About the role
We are looking for someone who is technically savvy and motivated to create amazing experiences for our clients. I would work directly with our customers and our sales, success, and engineering teams to help improve our product. It’s a unique opportunity to be an advocate for our customers and help improve our amazing product. This role will report directly to the Head of Technical Support.
Responsibilities
Be the first point of contact for customers to provide and process information in response to product support inquiries, concerns, and requests.
Monitor multiple channels, including email and live chat
Discover the root cause of problems by technically troubleshooting the software to identify the action required to resolve customer concerns.
Investigate, document and track customer feature requests and product bugs.
Create and maintain customer support documents
Provide a seamless customer experience through software and product support.
Minimum qualifications
Previous experience in a software or technology company
More than 3 years of experience in technical support or a technical role for the customer
Experience with help desk software such as Help Scout and Intercom
Exceptional writing and communication skills.
Well versed and comfortable in an external customer facing role, demonstrating email, phone and live chat etiquette
The ability to work during East Coast business hours (9 a.m. to 5 p.m. ET)
Location
You must be currently authorized to work in the United States or Canada full time. This position requires a 9 a.m. work schedule. M. At 5 p. M., Eastern Standard Time (UTC -5).
We are a remote first company! Rather than just finding talent in one city, we prefer to find the best people no matter where they live. A surprising benefit of our remote culture is that it allows our team to enjoy travel ✈️ more regularly, as they can work from anywhere.
Reporting
The Technical Support Agent reports directly to the Head of Technical Support.
About Routable
Our most important values
At Routable, we are guided by our values. Our values act as guiding principles when it comes to our work, our hiring practices, and ourselves. We talk about them every day and praise ourselves based on our ability to embody them.