Client Support Representative - AMER - United States - Georgia - Atlanta - Peachtree St NW

Job Requisition ID #

Position Overview

GCPay, a leading solution in the United States and Canada, provides the commercial construction industry with a simplified electronic platform to manage the entire invoicing process as it relates to the submission and review of the application for payment, creation, and exchange of lien waiver and notification and exchange of required compliance items. We have customers in all 50 states and Canada.

In this role, you will provide bi-lingual (English and Spanish)support to our clients using GCPay by phone, email, and live chat. This is a remote role. This role will be fully remote and you will work east coast hours and you will report directly to the Customer Service Associate Manager.

Responsibilities:

• Support customers by live chat, email, and phone. Interactions include: troubleshooting technical issues, product usage questions, onboarding, and set and subscription inquiries. You will report technical issues and log tickets with accurate information to provide a full record of each issue and resolution
• Collaborate with other teams to ensure quality interactions, and promote the voice of the customer. (Sales, Customer Success, Engineering, Customer Experience, Finance)
• Communicate daily with Tier 2 (Technical Team, Specialists), and Leadership to raise important user concerns, customer sentiment, and product feedback
• Take part in support-related projects to allow you to use your unique skill set and improve our team
• Embody Autodesk's "Great Behavior" values on the 'how' (courage, accountability, smart) and the 'what' (team goals – CSAT, quality, productivity, adherence, and more)
• You are seen throughout the organization as accountable, optimistic, and respectful. Employees and customers know that items in your hands will be taken care of quickly.
• You have a continuous improvement mindset and an …