US Customer Support Specialist at DocFox

The Role

The role will offer the successful candidate the unique opportunity to help banks, credit unions, and fintechs push the boundaries of innovation when onboarding their clients. In some institutions, you will help transform decades-old processes into industry-leading solutions, changing the way these communities access their products and services. On the other hand, many institutions will already be some of the world’s leading innovators and you’ll have the opportunity to help them solve problems and create new ways for clients to engage with financial institutions.

DocFox is a highly-configurable, customizable solution for financial services providers. This flexibility provides significant value to our clients as they are able to closely map DocFox to optimize their current processes, or create newly streamlined processes made possible by DocFox.

DocFox is looking for an exceptional candidate to join our US Customer Success team, who is responsible for supporting our growing client base. They would work alongside the Customer Success Managers as well as the Implementation & Integrations and Product teams.

Responsibilities:

• Engage with customers in a way that thoughtfully changes their perception of what is possible, from both a business and strategic perspective.
• Educate customers on relevant functionality and feature releases.
• Assist customers in resolving any product issues or concerns.
• Perform issue identification, communication, and resolution for moderately complex issues.
• Bring innovative approach to customer support.
• At a time prioritise for the best customer experience, while also staying keenly aware of how to drive satisfaction and retention across the entire customer base.
• Act as the initial point of contact for all system related concerns from clients or other employees.
• Attend remote meetings with clients to analyze, troubleshoot and diagnose configuration requests or problems.
• Troubleshooting software issues on various device types, explaining our software and website, escalating problems if out of your domain, and training customers on best practices with our software

Requirements:

• Hours: : 5pm to 2am (SAST) (Gradual transition over training period)
• 1-3 years’ relevant experience in a customer focused position involving technical knowledge of a company's products and services' (preferably within the SaaS industry)
• Conducive remote working environment when handling client/business calls
• Bachelor’s Degree
• Ability to communicate effectively and efficiently via phone, email and live chat.
• Ideal attributes include driven, humbly confident, excellent attention to detail and excellent time management.
• You view setbacks as learning opportunities, not failures
• You can put yourself in others’ shoes and see situations from perspectives other than your own
• Ability to adapt to an ever changing environment
• Strong intrinsic motivation to be a top performer and contribute to a team
• You love getting to know new people and helping them solve their business problems
• You spot gaps and aren't afraid to take initiative to fill them
• Forward thinking and proactive
• Goes beyond to help our clients and make people feel empowered after interacting with you
• Hardworking and dedicated
• You have the knack for learning the basics of tools you haven't used previously
• You’re naturally curious and love the art of “asking the better question” that reveals the actual need
• A genuine delight in serving customers and meeting needs