Customer Support Specialist

About the job

If you're intrigued by innovation, love the art of delivering excellence to customers, and are inspired by a work hard / play hard team environment - keep on reading!

Software is developed to solve business challenges. While technology providers have rallied to bring more efficiency to most areas of a business, via software, Accounts Payable (AP) processes have been highly ignored. Bottom line, most mid-size organizations pay their glut of invoices no different than they did 30 years ago. Lots of paper, a room full of people, manual opening and review of each envelope, the painstaking monotony of typing invoice data into accounting systems, and then chasing down Joe or Sue to approve payment (yuck). Yooz has applied the latest in innovative cloud technologies to tackle that age-old challenge and bring maximum financial and process efficiencies to our customer's AP process. Yooz is modern AP built on innovative AI technologies.

Your Mission

The primary role of the Customer Support Specialist is to maintain the highest level of satisfaction with customers using the Yooz platform while solving their issues. You'll know you're kicking butt in this role when you regularly exceed at customer satisfaction and are having a blast along the way. Please apply if you are passionate about making a difference in an organization and making customer's say Wow!

The Customer Support Specialist is frontline in making sure our customer remains satisfied after being onboarded and activated on the Yooz AP automation platform. It is the responsibility of the Customer Support Specialist (CSS) to keep driving user adoption and success with the Yooz customers.

Responsibilities include resolving customer queries, recommending solutions and guiding product users through features and functionalities. Ultimately, you will help establish our reputation as a company that offers excellent customer support during after-sales procedures.

In close conjunction with our customers and Yooz global support management team, you will be responsible for supporting our American client base; ensuring contractual and technical obligations are met while maintaining a high level of client satisfaction. You will serve as an escalation point for issues that impacts the customer's success in relationship with the Customer Success Team and the R&D Team.

Main Responsibilities:

• quality functional support to Yooz's clients.
• and documenting customer requests.
• quick and effective solutions to meet their needs, resolve difficulties encountered, and follow up on their resolution until the end.
• with internal teams (Sales, Project, R&D, IT) to respond to customer requests and ensure that issues are resolved quickly and effectively.
• our clients in using and configuring the software's functional settings.
• to the continuous improvement of Yooz's solution by providing feedback and suggestions from clients.
• for customer satisfaction, retention, and reference-ability for all assigned accounts.
• knowledge with your team through strategic and operational planning sessions at regularly scheduled onsite meetings.
• a deep understanding of each customer's environment to identify customer needs and implement solutions that will accelerate their success.

Requirements & skills:

• You have a degree in accounting, equivalent to Bac +3 or +5, or confirmed professional experience as an accountant.

Knowledge

You have full mastery of the Expert-Accountant ecosystem in terms of invoice dematerialization software and accounting ERPs such as Sage (Intact), Netsuite, QBD/QBO, CDK, Microsoft GP, etc.

Hardskills

Good analytical and problem-solving skills.

Softskills

• communication skills and ability to interact with customers in a clear, professional, and courteous manner.
• customer orientation, passion for helping customers solve their problems.
• to work in a team and collaborate with other team members to solve customer problems.
• adaptability and ability to quickly learn new technologies.

Language

• written and verbal English is mandatory.

• fluency is optional but very useful.

• Spanish is a plus

Benefits

Yooz cares about people and centers on its employees, values and vision. Yooz strives to provide a collaborative environment where each person feels encouraged to contribute to the company's success. Here are some benefits and assets the company offers:

• Competitive base + performance-based bonuses

• Generous paid time off and paid holidays

• Health, dental & vision insurance for the entire family starting your 1st full month

• Group life insurance

• 401(k) plan with employer match

• Awesome work environment (open space, kitchen, free snacks, break room with TV and Wii games, a nice gym, etc.)

• Bi-monthly 'happy hours'

• Amazing quarterly team events and activities

• Great work-life balance

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Top skills for this role

Customer Support

Customer Satisfaction

After-Sales

Easily Adaptable

Analytical Skills

Documentation

Problem Solving

Passionate about Work

Benefits Design

English

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