Customer Satisfaction Agent at Tiime, assisting entrepreneurs through a dedicated application. Engaging users via multiple communication channels and enhancing their experience.
CT
Hybrid Senior Customer Support Specialist
Posted 11 hours ago
About the role
- Senior Customer Support Specialist delivering expert guidance for Clio's accounting products and resolving customer challenges. Collaborating with cross-functional teams to enhance service delivery and customer satisfaction.
Responsibilities
- Handling inbound requests via phone, chat, and email while maintaining high Customer Satisfaction scores and meeting high-bar of performance
- Learning Clio products, including core platforms and cutting-edge AI-powered solutions, to proactively solve customer challenges
- Mastering the Clio Accounting product, including trust accounting compliance, billing cycles, and financial reporting
- Providing support on high-priority interactions, including escalated issues and requests from high-value customers
- Troubleshooting and resolving issues with Technical Escalations, Product, and Customer Success teams
- Collaborating closely with Accounting Consultants to ensure product alignment with professional accounting standards and workflows
- Serving as a coach and mentor to other team members
- Contributing to projects that improve departmental processes and resources
- Making proactive recommendations of additional Clio products that could benefit the customer
- Capturing product feedback and staying updated on new releases
Requirements
- A strong customer focus and are eager to help customers succeed
- Experience in Accounting, Bookkeeping, or FinTech (knowledge of Trust Accounting or IOLTA is a massive plus)
- Experience with web-based/SaaS applications
- Familiarity with Salesforce or similar CRM software
- Proficiency in Google Suite, Microsoft Office, and operating systems like Windows or Mac
- Professional Certifications: A CPB (Certified Professional Bookkeeper) or CPA designation (or are currently working towards one)
- Ecosystem Expertise: QuickBooks Online ProAdvisor or Xero Certified Advisor
- Specialized training or certification in Legal Trust Accounting or Law Society compliance standards
Benefits
- Competitive, equitable salary with top-tier health benefits
- Dental and vision insurance
- Hybrid work environment, with expectation for local Clions (Vancouver, Calgary, Toronto, Dublin, London, New York City and Sydney) to be in office min. twice per week
- Flexible time off policy, with an encouraged 20 days off per year
- $2000 annual counseling benefit
- RRSP matching and RESP contribution
- Clioversary recognition program with special acknowledgement at 3, 5, 7, and 10 years
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