Technical Support Specialist

Job description

Dext is looking for a Technical Support Specialist to join our growing support team in support of our latest product, Dext Commerce. Our team is driven to provide an exceptional experience for our customers by providing both support and consultation of the Dext Commerce software. Our goal is to create client advocates that result in the long-term retention of our customers.

Who We Are

We are Dext… and are proud to have recently acquired Greenback!

Dext is a global provider of fintech software (Saas). Our suite of products make accountants and business finance teams more productive, profitable, and powerful. Accountants and bookkeepers are the backbone of every successful business. For more than a decade we've empowered our partners with innovative technology solutions to make businesses better.

About Dext Commerce (formerly Greenback)

Dext Commerce is our latest product built atop the recent acquisition of Greenback (greenback.com). Dext Commerce aggregates sales data from hundreds of sources in an effort to help businesses automate their e-commerce and point of sale accounting.

We aggregate financial data from hundreds of sources including retailers such as Walmart, seller platforms such as Amazon, payment merchants such as Stripe, e-commerce systems such as Shopify, and point of sale systems such as Square.

Hundreds of thousands of companies rely on Dext Commerce to connect and acquire data from the vendors they use to power their business.

About this opportunity?

Dext is looking for a Technical Support Specialist to join our growing customer support team.

The Technical Support Specialist (TSS) is responsible for assisting partners and clients during initial account onboarding and throughout the post-sales customer lifecycle and works closely with our sales and solution expert teams.

About you:

• You have account management or customer success experience.
• You have previous experience working with support tools that span chat, email, voice, and technical screen share support.
• You have familiarity with the use of support systems such as Salesforce, Service Cloud, Zendesk, Jira, etc.
• You have an aptitude for digesting and effectively communicating technical and financial accounting concepts across audiences of varying technical abilities.
• You have experience with reading and formulating structured JSON data.
• You have an interest in fintech and you have the interest to learn about complex technical products, and to understand the intricacies of how systems work.
• You have an understanding of the Accounting industry, a basic understanding of QuickBooks and Xero
• You have experience unblocking relationships and turning detractors into advocates.
• You are an effective communicator in stressful situations
• You strive to understand clients' challenges and have a desire to help identify solutions. You believe growth and expansion come from nurturing relationships.
• You stay calm in the face of technical and/or customer challenges. You corral the right people to resolve and infect others with your positive attitude.
• You have proven capacity to develop relationships and optimize customer accounts, you understand what it means to evangelize your product.
• You're resourceful - you might not have all the answers, but you know how to find them.
• SaaS Support industry knowledge and best practices, including CSAT, CES, Response Rate, Live vs. Deferred mediums preferred