Technical Customer Support Representative at CrossBorder Solutions

Title: Technical Customer Support Representative
Company: CrossBorder Solutions

Role Overview:
Salary: Tier I-III $20-30hr *depending on years of relevant experience 

As a Technical Customer Support Analyst at CrossBorder Solutions you will have the opportunity to join a world class fintech company providing industry leading cloud-based tax services.  This is a fast-growing company with excellent opportunities for learning and growth as well as a great culture.

-Provide internal and external training and support to users on our software applications
– Work side-by-side with our customers and our internal teams to provide creative solutions to challenging problems
– Handle all portal requests through Atlassian JIRA
– Create, maintain, and update client information
– Explain product features and benefits, answer questions and set proper expectations for internal and external inquiries
– Identify, resolve and/or escalate inbound technical issues
– Document all interactions and follow proper documentation procedure
– Provide support to monitor, install and perform maintenance on software

What You’ll Need to Succeed:
– Passion to deliver a world-class customer experience to all internal and external stakeholders
– Empathy towards customer problems
– Excellent analytical and problem solving skills
– Excellent analytical and problem solving skills
– 2+ years of experience in customer service and software technical support; preferably supporting web-based business to business software applications
– Highly proficient with software, including, but not limited to: Web-based applications; Various internet browsers (Chrome, Firefox, Safari, Edge); Service Desk software; Atlassian JIRA and Confluence; Microsoft Office Suite (Word, PowerPoint, and Excel)
– Proficiency with Atlassian JIRA and/or HTML inspection highly preferred
– Working knowledge of Agile software processes preferred
– Excellent written and verbal communication skills
– Excellent time management and prioritization skills
– High degree of attention to detail is a must
– Bachelor’s degree preferred

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