Customer Support Specialist

| Austin
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Customer Support Specialist 
Operations
At AffiniPay, delivering great customer experiences is one of our core values, and we are committed to making every single interaction with our customers count. These shared values are why we have earned a Net Promoter Score of 72, which is only achieved by the very best companies in the US.
Our Customer Support Team plays a vital role in our products’ glowing reviews and high NPS score. We only look for those that share our passion for surprisingly great customer experiences, and if you are one of those people, we want to speak with you! AffiniPay is looking for a motivated problem solver to join our award-winning Customer Support Team. As a Customer Support Specialist, you will be responsible for ensuring every AffiniPay customer receives consistent and reliable service and support through every interaction. Our ideal candidate has excellent interpersonal skills and is analytically minded, detail-oriented and skilled at solving problems and explaining sophisticated issues. 
Your day to day:
  • Answer customer support calls and provide product troubleshooting and support
  • Timely response to customer support inquiries via email, phone, and support ticketing system
  • Ensure customers receive consistent and reliable service and support during every interaction
  • Stay informed and knowledgeable regarding new product releases
  • Document found issues and steps to reproduce
  • Investigate issues reported by customers
  • Educate our customers on how to use AffiniPay/LawPay/CPACharge/ClientPay products
What we are looking for:
  • Bachelor’s degree or equivalent experience
  • 2+ years experience in a customer support role
  • Must have excellent interpersonal and professional communication skills; both written and verbal. Must be friendly, clear, and a strong speaker.
  • Maintain a high level of professionalism, integrity, and ethics
  • Excellent time management and communication skills
  • Works well in a team setting
  • Reacts positively to difficult situations
  • Knowledge of Windows, PowerPoint, Word, Excel, or similar programs required
  • Answer inbound support calls daily
  • This position will be a hybrid remote/in office role, and must be local to Austin
Affini-Perks! We've got you covered...
100% paid medical, dental, vision, disability insurance plans
Open PTO plan
401K with automatic 5% company contribution
Competitive bonus plan with anniversary rate step-up
Company equity option plan
Flexible work environment with remote work set-up
Paid parental leave
$1,000 annual charitable contribution match
AffiniSwag! (think fun branded merch)
Fun company events - in person/remote and everything in between
AffiniPayU learning and development
AffiniPals mentoring program
AffiniHealth wellness program
All the benefits of a startup culture without the downsides
The chance to be a vital team member of one of Austin's fastest-growing companies and ABJ Best Places to Work!
About AffiniPay
At AffiniPay, we’re continuously taking on exciting and interesting problems to define the direction of the financial technology industry and transform the way professionals get paid. Our aim to become leaders in FinTech has fostered our fast-paced, growth-focused culture. We’ve assembled teams of highly collaborative problem solvers who are passionate about both personal and company growth. We are eager to build, work together, and go above and beyond to be industry leaders. We also know that our people are our greatest asset and responsible for our ultimate success. As such, we invest in our team members’ growth and development, recognize accomplishments, and celebrate successes together. We’re building a winning team, and we need more creative, collaborative, and fun-loving people to help us get the job done.
AffiniPay’s Commitment to Diversity and Inclusion Efforts: 
AffiniLIFE (Learning and Inclusion For Everyone) is focused on Awareness, Community, Transparency, Diversity and Inclusion. We recognize that innovation occurs with a strong team of people who are diverse in background, personality, talent and ideas. We are committed to creating a welcoming and transparent environment for all that embraces those differences through education, equal access to opportunities and information, inclusionary programs, and community outreach. It’s not just AffiniPay, it’s AffiniLIFE!
AffiniPay is proud to be an Equal Opportunity Employer.
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Technology we use

  • Engineering
    • JavaLanguages
    • JavascriptLanguages
    • RubyLanguages
    • ScalaLanguages
    • ReactLibraries
    • Ruby on RailsFrameworks
    • SpringFrameworks
    • KubernetesFrameworks
    • AWSFrameworks
    • MySQLDatabases
    • PostgreSQLDatabases

Location

We're located in the beautiful hill country of Austin, Texas, just off of Highway 360. We're surrounded by plenty of shops and restaurants, too!

An Insider's view of AffiniPay

What’s the vibe like in the office?

The AffiniPay office is amazing! We have gorgeous views, fantastic resources, and a group of smart, fun people to collaborate with. I love coming in because I always feel energized and inspired!

Abby

Director of Event Experience

How do you collaborate with other teams in the company?

I write the documentation for developers who integrate with our Payment Gateway, and I work with a cross-functional team that includes Business Development, Product, and DevSupport. We guide partners and their developers as they create and maintain their integrations, and we work together internally to make the process quicker and easier.

Heather

Technical Program Manager

What makes someone successful on your team?

As part of the Product Management Team, we sit on the intersection of Technology, UX, the Business and the Customer. All of us spend a significant of time with our customers and the market. However, given that we are market leaders, we get to lead and influence our entire industry which requires bold yet analytical product decision making.

Vinay

VP of Product

How do your team's ideas influence the company's direction?

Dev teams are encouraged to come up with creative ideas both to technically solve existing problems as well as identify business problems which the company may or may not currently comprehend. 

Greg

EVP Engineering

What projects are you most excited about?

The project I am most excited about at this time is helping build our integrated payment platform. It presents a ton of interesting problems to solve including how to ensure our customers get paid at scale!

Ryan

Senior Software Engineer

What are AffiniPay Perks + Benefits

AffiniPay Benefits Overview

Employee happiness and well-being are key to our success, which is why we’ll reward your hard work and strive to earn your loyalty with fantastic perks and incentives.

Culture
Volunteer in local community
AffiniPay's AffiniCares team organizes local volunteer activities such as Clean Up Lady Bird Lake, Partnerships for Children's Wish Program, and Build a Bike.
Partners with Nonprofits
AffiniPay partners with non profits such as Partnerships for Children.
Friends outside of work
Eat lunch together
Intracompany committees
Our staff has the opportunity to get involved with things such as event planning, volunteer and health committees.
Daily sync
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Diversity
Dedicated Diversity/Inclusion Staff
Highly diverse management team
Unconscious bias training
Diversity Employee Resource Groups
We have a group that meets periodically called the Diversity Round Table where we cover topics related to and around diversity issues in our world.
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Onsite Gym
Team workouts
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
401(K) Matching
AffiniPay contributes an automatic 5% to our staff's 401(K).
Company Equity
Performance Bonus
Match charitable contributions
Child Care & Parental Leave Benefits
Child Care Benefits
Generous Parental Leave
Flexible Work Schedule
Family Medical Leave
Company sponsored family events
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Company Outings
Game Room
Stocked Kitchen
Some Meals Provided
Happy Hours
Parking
Recreational Clubs
Home Office Stipend for Remote Employees
Professional Development Benefits
Job Training & Conferences
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Paid industry certifications
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