Description

Job Title: Customer Support Representative

Do you love solving problems and have a passion for helping others? Are you looking for a fast-paced environment where you have the freedom to challenge the status quo and the opportunity to exceed expectations daily? Then our Customer Support Representative may be the position for you. This position requires fast learning, sleuth-like skills at times, and an unflappable positive attitude.

Let us introduce ourselves…

We’re a team of driven, conscientious individuals with a clear mission: to make accounting and payroll fast, simple, and affordable for millions of American businesses and their accountants.

It’s not enough to have a “good job”. It takes connection, culture, encouragement, growth opportunities, challenges, communication, and so much more to create an environment where people and ideas flourish.

We are Patriot Software; a hybrid company with 175+ employees across the United States and a co-working space in Canton, Ohio.

Our search for a new team member always starts by seeking a quality individual who desires to live by our core values:

• Be Customer Obsessed – In everything we do, we start with the customer and work our way backwards. Our primary focus is how we deliver tremendous value for the American businesses we serve.
• Lead With Speed – We believe in doing things quickly and not being afraid to take big chances. Moving fast and making bold moves is how we stay ahead.
• Don’t Cut Corners – We don’t skimp on quality. We make sure to own our technologies, development, and operations so that the entire experience is the best it can be.
• Create a Better Us – We’re always improving by keeping it simple, saying no to things that don’t help our customers, automating what we can, and spending our money wisely.
• Follow The Golden Rule – We treat others how we would want to be treated, disagree and commit, and welcome feedback from anyone, anywhere in the company.
• Grow, Be a Leader – We look for leaders at all levels and always put the customer and team above ourselves. We want to build a pro team of high-caliber players, with high accountability and trust across all individuals.

Interested in learning more? Great! Read on to see if your skills are a match, too.

What You’ll Be Doing: 

• Approximately 95% of your time will be spent with customers delivering exceptional customer service experiences through personalized interactions with customers via phone, live online chat, and email (no robots here!)
• Utilize your expertise and problem-solving abilities to assist customers with software support regarding accounting, payroll, and tax-related software inquiries.
• Act as a liaison between customers and internal teams to provide valuable insights for product development and enhancements.
• Continuously expand your knowledge of the software, new features, and accounting and payroll best practices.
• Work independently for approximately 80% of the day, while collaborating remotely with team members and attending meetings as needed.
• Handle sensitive customer information securely and follow the company’s data protection protocols.
• Maintain strong attention to detail and ensure accurate and timely documentation of customer interactions.
• Offer guidance and support to customers regarding new product features and software functionality.

Please note this is a sample of what you’ll be doing. This job requires you to be able to adapt to change quickly in order to deliver an exceptional customer experience. Your duties, responsibilities, and activities may change at any time with or without notice.

What You’ll Need: 

• Associate or degree and/or a combination of equivalent experience
• Exceptional customer service skills, including strong verbal and written communication.
• Self-motivated and able to work independently in a fast-paced environment for approximately 80% of the day, effectively managing tasks without constant supervision.
• Proficient with technology, with the ability to quickly learn and adapt to new software and tools.
• Must have the ability to handle sensitive customer information securely and adhere to the company’s data protection protocols.
• Strong attention to detail with the ability to accurately document customer interactions in a timely manner.
• Efficiently manage multiple tasks simultaneously, including answering customer calls, responding to emails, and handling chats. This role requires the ability to perform these tasks in a timely manner while maintaining a professional and efficient workflow.
• This role requires sitting or standing for extended periods (8+ hours) while working on a computer.
• Consistent, Reliable High-Speed Internet Access
• Dedicated, quiet workspace free from distractions

Nice to Have: 

• Bachelor’s Degree in Accounting or Certified Public Accountant License
• Working knowledge of USA-based payroll and payroll tax
• Experience with CRM software
• Familiarity with payroll or accounting software

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

This position is open to all candidates who legally reside and are eligible to work in the United States. This position is currently not open to applicants in the following locations: Alaska, California, Hawaii, Washington D.C.

Working hours are established by each team and department based on business needs.  For this role, core working hours are typically between 10am – 7pm EST, Monday through Friday. Due to the nature of our businesses, we have busy seasons and “right-nows” that occasionally require working outside of core hours.

Patriot is an equal opportunity employer. We do not discriminate against any employee or job applicant on the basis of race, color, gender, national origin, age, religion, creed, disability or sex.

More Reasons to Love Patriot:

We pride ourselves on our company culture and value our employees’ hard work. Aside from the freedom to introduce new ideas or technologies, here are some of the awesome benefits our full-time employees enjoy:

• Paid time off and paid holidays
• Medical, dental, and vision insurance
• Section 125 HSA and FSA accounts
• Benefits starting 1st of the month after hire
• Company-paid life, short-term, and long-term disability insurance
• 401(k) with company match
• Up-to-date hardware and equipment provided
• Flexible scheduling and opportunities for advancement
• Engaging and collaborative company culture
• Education reimbursement

Before you Apply: Here is an interview Q and A for you: Click here

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