Customer Support Specialist

🔥 12 hours ago

🇺🇸 United States – Remote

⏰ Full Time

🟢 Junior

💝 Customer Support

🚫👨‍🎓 No degree required

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Aiwyn

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2020

☁️ SaaS

💳 Fintech

🤝 B2B

💰 $113M Venture Round - Aiwyn on 2024-12

SaaS • Fintech • B2B

Aiwyn is a software platform for accounting firms that combines payments automation, practice management, a client experience portal, and a core tax system into a single, integrated solution. It helps firms accelerate payments, automate invoicing and reconciliation, modernize practice operations (time tracking, billing, project and resource management), and centralize client interactions and tax workflows. Aiwyn focuses on B2B partnerships with accounting firms and integrates with the wider accounting technology ecosystem; it recently acquired QuickFee’s U. S. payments business to strengthen its payments capabilities.

📋 Description

• Provide front-line technical support via support tickets, live chat, and phone • Troubleshoot software issues and ensure customer satisfaction • Set up, configure, and optimize software for new and existing customers • Collaborate with development and product teams to identify, report, and resolve bugs and feature requests • Train and guide customers on software best practices via email, chat, and virtual meetings • Manage and prioritize support tickets for timely and accurate resolutions • Develop support documentation, FAQs, and knowledge base articles • Investigate issues using database queries, user session replays, network-level logs, data tracing, transaction-flow analysis, DNS, mail servers, and third-party integrations • Work within a three-tiered support structure alongside support teammates, customer implementations and success, and software developers

🎯 Requirements

• 1-2 years of experience in a technical support, customer support, or technical-adjacent role, or completion of a technical bootcamp or equivalent training • Excellent problem-solving skills with a proactive approach to troubleshooting • Strong written and verbal communication skills, with the ability to explain complex technical concepts to non-technical users • Ability to adapt quickly and manage multiple tasks in a fast-paced, evolving environment • Experience with Structured Query Language (SQL) • Process-oriented mindset focused on continuous improvement and operational efficiency • Commitment to data integrity and maintaining clean, accurate, well-documented records • Familiarity with SaaS platforms and cloud-based software solutions preferred • Experience with CRM systems, including Zendesk and JIRA, preferred • Strong understanding of accounting principles and experience with accounting or accounts receivable software preferred • Legally authorized to work in the United States • Must answer whether employment visa sponsorship is required now or in the future

🏖️ Benefits

• Competitive pay • $1,000 adventure travel reimbursement on each work anniversary • Remote, work-from-anywhere culture • Flexible PTO • Health, vision, dental, HSA/FSA, and mental health support • Stock options for every Full Time Employee • 401(k) matching