Customer Support Specialist II - remote

Stavvy, Inc.

Posted 4 months ago 75,000.00/USD Annually

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CustomerService FullTime

Customer Support Specialist II (West Coast hours once live)

United States

Customer Support

Full Time

Remote

Stavvy is transforming how business is conducted remotely by making complex legal and financial transactions easier, safer, and more accessible to all. Whether we are working to enable title companies to facilitate remote closings in a safe way, better connecting lenders with the businesses they use during the home buying process, or building the next set of tools for the platform, Stavviators (our employees) are disruptors at heart. Our team is constantly iterating, solving problems, and working together to simplify life’s defining moments. If you want to help power the paperless revolution, join us at Stavvy!What You’ll Do

- Maintain an in-depth understanding of company products and customer workflows
- Provide quick and efficient technical assistance, offering troubleshooting steps as needed
- Assist customers, vendors, and signers by using creative thinking, providing best practice guidance, and offering suitable solutions to ensure success within the platform to enhance the product and solve customer inquiries
- Fully comprehend the customer’s needs and thoroughly investigate their support ticket
- Collaborate cross-functionally to escalate and monitor incidents using Zendesk, Jira, Slack, and our Status Page
- Submit product improvement suggestions via Jira to refine areas of the platform and enhance the customer experience
- Assist the training team by expanding upon external and internal resources, including, but not limited to, Stavvy Help Desk articles, training videos, the Notary Approval process, and customer-facing FAQs
- Assist in our Concierge White Glove service by monitoring incoming transaction requests, and communicating to all stakeholders on next steps seeing the transaction to completion
- Ensure high customer satisfaction and contribute positively to team metrics
- Vet Notary Profiles in Stavvy after conducting due diligenceWho You Are
  - - Possess 4+ years of support experience with a technical background
    - Proficient in handling software titles;familiarity with RON (Remote Online Notary) software is a plus
    - Strong background in Fintech, Mortgage Lending, Servicing, or Origination is highly preferred
    - Knowledgeable in using ticketing systems, particularly familiar with Zendesk and Hubspot
    - Comfortable utilizing web-based software tools such as Confluence, Jira, Datadog and Tableau
    - Familiarity and comfort with Code, API, SFTP, Encompass, Docutech, Auth0, and development tools are advantageous
    - Being a Commission Notary is a plusSchedule
      - Training period: Regular business hours: 9 AM –5 PM, Monday to Friday (East Coast Hours)
        Post-Training: Flexible shifts with an emphasis on later hours, including weekends
        Potential Shifts: 12 PM –8 PM, 1 PM –9 PM, and/or 2 PM –10 PM possible weekends as we scale will be a must (West Coast Hours)Compensation Education
        Stavvy is committed to competitive and equitable pay for all Stavviators. The listed pay range for this role is a good faith estimate of the hiring range for this position. Compensation offered will be determined based on several factors including an individual’s experience, qualifications, and geographic location.
        The Boston based range for this full time position is $75,000 –$95,000What We Offer
        Fully Covered Medical Insurance
        Dental and Vision Insurance
        Equity
        Unlimited PTO
        Paid Holidays
        401K
        Office centrally located in Boston’s financial district
        Paid Parental, Medical &Military Leave
        Competitive salary and generous stock options
        Core values-based leadership
        Endless opportunities to learn and take on new responsibilities in a fast-paced, growth-mode startup

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