Customer Support Representative (Austin, TX)

| Austin | Hybrid
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ePayPolicy is the leader in e-payments for the P&C insurance industry. We’ve built a payments platform to enable all our market segments to easily track, report, and
send /receive payments to anyone at any time. Our clients include independent agents, premium finance companies, wholesalers, and carriers. By way of our cool inventions, we empower our clients to speed up receivables and bind business faster throughout the insurance purchasing process. By integrating with over twelve different industry management systems, our clients immediately notice the ease-of-use purchasing experience and boosted productivity. Trusted by over 5,000 clients nationwide, ePayPolicy makes insurance payments super easy.

We’re based in Austin, TX and have clients in the US and Canada. Founded in 2014, we have the support and backing of Serent Capital, one of the top private equity firms in the US that invests in high-growth software and services firms and manages over $2B in committed capital.

We’re looking for a customer support representative who is obsessed with delivering world-class service to join our vibrant company that’s growing fast. This role will be a key-player on our support staff and tasked with responding to customer inquiries lighting fast while being available at a moments notice when customers call for help. 


Responsibilities and Duties:

  • Troubleshoot and solve customer issues in a timely manner with a positive attitude via emails, phone, live-chat, etc.
  • Work alongside our Risk and Integration teams to onboard new customers
  • Assist with activating and onboarding new customers via phone, and email.
  • Work on and resolve chargeback cases
  • Assist with creating content for our growing Knowledge Base


You may be a good fit if:

  • You have at least 2+ years customer service experience at a SaaS company
  • You're reliable
  • You're flexible, resourceful, and thrive while working autonomously
  • You're able to think on your feet and solve problems
  • You can prioritize tasks and incoming requests accordingly
  • You love being customer-facing and you seek to understand how we can improve and over-deliver on expectations
  • You're very comfortable working in a fast paced environment
  • You're often the first to volunteer, take initiative to think about the next project, and you have a real passion for service
  • You're able to pick up new concepts quickly and teach others
  • You're experienced working in a team environment and juggling multiple projects
  • Familiarity with our industry and or banking is a plus
  • You've demonstrated software on conference calls and web-sharing
  • You're a pro at navigating between systems and using help desk software and tools
  • You possess excellent communication and problem-solving skills
  • You're patient and not easily flustered when handling tough cases

Why ePayPolicy

  • Competitive salary

  • Comprehensive benefits package with employer-paid basic life and disability premiums

  • 401K
  • Unlimited PTO
  • Company-sponsored quarterly “ePayItForward” initiatives 
  • Supportive and inclusive company culture with a focus on work/life balance and overall wellness
  • Fully-stocked kitchen; safety protocols in place for those that choose to work onsite
  • Free lunch stipend for those working onsite
  • Open communication (We won’t box you in! If you have a cool idea for a product improvement or a suggestion on how to improve the customer experience, let’s talk about it. We value everyone’s ideas and opinions.)
  • Huge opportunity for growth


ePayPolicy Hiring Practice

We value diversity at ePayPolicy. The company will hire, recruit, and promote without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, pregnancy or maternity, veteran status or any other status protected by applicable law. We understand the importance of creating a safe and comfortable work environment and encourage individualism and authenticity in every member of our team. 


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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • C#Languages
    • JavascriptLanguages
    • SqlLanguages
    • jQueryLibraries
    • jQuery UILibraries
    • Twitter BootstrapLibraries
    • ASP.NETFrameworks
    • Microsoft SQL ServerDatabases
    • Google AnalyticsAnalytics
    • CanvaDesign
    • IllustratorDesign
    • PhotoshopDesign
    • TrelloManagement
    • SlackManagement
    • WordpressCMS
    • HubSpotCRM
    • PipedriveCRM
    • MailChimpEmail
    • SendGridEmail

Location

The office sits in the shadow of the Pennybacker bridge, with direct access to, and amazing views of Lake Austin.

An Insider's view of ePayPolicy

What’s the vibe like in the office?

The vibe here is extremely friendly and laid-back, while still promoting getting things done. Everyone gets along well, and plays off each others strengths.

Tyler

Application Developer

What's the biggest problem your team is solving?

Since we have such strong client acquisition from trade shows and inbound leads, we're working on maximizing our outbound floor plan to make it as strong as possible.

Keith

Team Lead

How has your career grown since starting at the company?

My three years here has been ridiculously awesome. I started in Customer Support part-time, and today I am involved in just about every area of the business.

Nathan

Team Leader

What unique initiatives do you have that encourage innovation?

We have a saying at ePayPolicy that goes like this. "The best idea wins. So who has it?" We encourage everyone to question why we do things the way we do and offer other solutions. We believe a collaborative environment brings out all of our best ideas.

Todd Sorrel

Co-founder

How do you collaborate with other teams in the company?

I collaborate with the marketing team, mostly. When they get inbound leads they send those my way, so our work really goes hand in hand.

Morgan

Inbound Product Specialist

What are ePayPolicy Perks + Benefits

ePayPolicy Benefits Overview

ePayPolicy offers comprehensive health and wellness coverage, and unlimited PTO with generous leave for maternity/paternity, adoption, foster, and bereavement. We invest in and give back to our community with our #ePayItForward initiatives. As we've more than doubled in size since March 2020 we've kept our teams engaged while working remotely and transitioning back to our office right on the shores of Lake Austin. We're focused on a hybrid model now, ensuring that our teams experience the best of both worlds, remotely and at the office. A fully stocked kitchen along with free lunch for anyone onsite, keep us running and continuing to be the best in our industry.

Culture
Volunteer in local community
ePayPolicy volunteers at Austin Mobile Loafes & Fishes. Mobile Loaves & Fishes provides food & clothing & promotes dignity for our ... prepared feeding program to the homeless and working poor.
Partners with Nonprofits
We've partnered more recently with an organization called USupplies to provide back-to-school materials to kids who will be learning remotely at the start of this year.
Friends outside of work
Eat lunch together
Daily sync
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Documented equal pay policy
Diversity manifesto
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Onsite Gym
Team workouts
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
Performance Bonus
Child Care & Parental Leave Benefits
Child Care Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Restricted work hours
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Company Outings
Free Daily Meals
Stocked Kitchen
Some Meals Provided
Happy Hours
Parking
Professional Development Benefits
Job Training & Conferences
Lunch and learns
Promote from within
Time allotted for learning
Online course subscriptions available

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