Customer Support Representative

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Patriot Software

WebsiteLinkedInAll Job Openings

51 - 200 employees

☁️ SaaS

🤝 B2B

💰 Series B - Patriot Software on 2023-07

SaaS • B2B

Patriot Software is a U. S. -based company that provides cloud-hosted accounting and payroll software targeted primarily at small and medium-sized businesses. It offers subscription SaaS products including accounting, payroll (including full-service payroll and tax filing), time & attendance, HR features, and optional bookkeeping services, with mobile access and U. S. -based customer support.

📋 Description

• Deliver customer service through phone, live online chat, and email, representing approximately 95% of working time • Assist customers with accounting, payroll, and tax-related software inquiries • Act as a liaison between customers and internal teams, providing product development and enhancement insights • Work independently for approximately 80% of the day while collaborating remotely and attending meetings as needed • Maintain accurate and timely documentation of customer interactions • Guide and support customers regarding new product features and software functionality • Adapt quickly to changing duties and activities to deliver exceptional customer experiences

🎯 Requirements

• High School Diploma, GED, or equivalent • Previous customer service experience with a record of positive, professional interactions • Clear communication across phone, chat, and email, including explaining concepts simply to customers with varying technology comfort levels • Comfortable with technology and able to learn new software and tools quickly • Able to handle calls, emails, and chats simultaneously while maintaining quality and accuracy • Composed and solution-focused during busy or challenging interactions • Detail-oriented, able to document customer interactions accurately and handle sensitive information carefully • Self-motivated and eager to continue learning • Able to sit or stand for extended periods of 8+ hours while using a computer, including prolonged screen time, keyboard and mouse use, and repetitive typing • Workspace must support focused, distraction-free work and clear, quiet audio during scheduled hours • Reliable, high-speed internet sufficient for phone, chat, and email work • Legally eligible to work in the United States • Available during 10:00 AM–7:00 PM ET, Monday–Friday • Familiarity with U.S. payroll, payroll tax, or accounting software is nice to have • Experience with CRM software is nice to have

🏖️ Benefits

• Full-time employees enjoy a comprehensive suite of benefits • Reasonable accommodations for qualified individuals with disabilities • Remote work arrangement • Structured training with coaching and support • Some flexibility during busy seasons or critical “right-now” moments