Customer Support Specialist

Job Description

Customer Support Specialist | Aiwyn

The Tone:
This is a full-time role at Aiwyn, a rapidly growing SaaS company providing the first complete platform for modern accounting firms. Backed by top-tier investors, Aiwyn is building category-defining technology with world-class people and processes. As a Customer Support Specialist, you will be on the front lines, crucial for ensuring customer satisfaction by troubleshooting software issues, guiding users, and resolving technical problems efficiently. This position requires developing a deep understanding of Aiwyn’s software and collaborating across various internal teams to drive positive outcomes for our customers.

The TL;DR
• Role: Full Time
• Type: Full-time
• Location: Remote

• Team: Customer Support team, working within a three-tiered support structure and collaborating with customer implementations and success, and software developers.
• Mission: To provide front-line product support, troubleshoot software issues, and ensure customer satisfaction by efficiently resolving technical problems for users.
• Tech Stack: Database queries, user session replays, network-level logs, DNS, mail servers, third-party integrations (practice management systems, SafeSend, Outlook), SQL, Zendesk, JIRA.

What You’ll Actually Do
• Customer Support: Provide expert technical support to customers through tickets, live chat, and phone, ensuring a seamless user experience.
• Software Setup: Assist in the setup, configuration, and optimization of Aiwyn’s software for new and existing customers.
• Problem Resolution: Collaborate with development and product teams to identify, report, and resolve software bugs or feature requests.
• User Guidance: Offer training and guidance to customers on best practices for using the software via email, chat, and virtual meetings.
• Knowledge Building: Contribute to the development of support documentation, FAQs, and knowledge base articles to empower users.

The Must-Haves
• Background: Early Career. Experience in a technical support, customer support, or technical-adjacent role, or completion of a technical bootcamp or equivalent training.
• Experience: 1-2 years of experience in technical support or a similar role, or completion of a technical bootcamp. Proficiency with structured query language (SQL).
• Skills: Excellent problem-solving skills with a proactive approach to troubleshooting; strong written and verbal communication skills to explain complex technical concepts to non-technical users; ability to adapt quickly and manage multiple tasks; a strong process-oriented mindset focused on continuous improvement; and appreciation for data integrity.
• Bonus: Familiarity with SaaS platforms and cloud-based software solutions; experience with customer relationship management (CRM) systems including Zendesk and JIRA; and a strong understanding of accounting principles or experience with accounting or accounts receivable software.