Job Description

We\'re Marble, an innovative and forward-thinking company in Financial Technology Wellness Solutions. Working at Marble is more than just a job; it\'s an experience that thrives on creativity, collaboration and accountability. We\'re a company that believes in the power of growth and learning. Our open-door policy facilitates a path for all employees while our cross functional teams help us learn from each other\'s successes as well! About the role: As a Technical Customer Service Representative you will be working with our growing and dynamic Customer Service department supporting our B2B and B2C customers. You will be directly tied to the success of our Technology and Business Development teams. You will be the first line of troubleshooting our software to help merchants and consumers resolve their issues. The position requires a high level of technical aptitude and understanding of our software including digging into configuration logs to troubleshoot customer issues. In addition, you will apply your domain knowledge of financial wellness, sub-prime lending, credit scores, and underwriting to ensure our customers maximum their potential to success. Therefore, although the core focus is to help the customer with technical issues, you will suggest our other services and offerings should the opportunity presents itself that would help the customer reach their goals. The majority of your interaction with customers will be initially conducted via a ticketing system and emails, but you will also be communicating with customers using a chat tool and phone. Your Responsibilities: - Be the main point of contact for internal and external customers for queries, issues, and onboarding needs
- Identify and resolve customer inquiries in a considerate and timely manner via email, SMS, phone and chat
- Trace request server logs, navigate Salesforce and loan management system to provide first level technical support
- Compose thoughtful, personalized responses for a variety of requests
- Implement configuration changes to support client\'s business needs
- Report consumer credit data to Equifax and TransUnion
- Review customer loan applications and payment disputes
- Service existing customer loans with ad-hoc requests
- Prepare standard operating procedures to support the Customer Service and/or Development teams
- Identify, reproduce, and document bugs for the Development team
- Raise potential product improvements and elaborate user stories to add to the product backlog
- Test and validate fixes to ensure customer success is achieved
- Create, review and publish product-related articles to build upon internal and external knowledge base
- Support the Development team in other tasks as required Customer Service Representative requirements: - You have worked for a software company to support and troubleshoot software issues.
- You have strong troubleshooting and analytical abilities
- Post-secondary education, preferably in fields related to business, communication or technology
- You hold yourself accountable to team and client KPIs
- Outstanding communication and interpersonal skills
- Excellent organizational and time management skills
- Attention to details Nice to haves: - Previous working experience with a loan management system
- Previous working experience in a Start-up
- Previous working experience supporting customers in Fintech and lending
- Previous working experience with Salesforce, Jira and Atlassian products
- Previous working experience in a SaaS and/or tech product environment Job Types: Full-time, Permanent Salary: $50,000.00-$70,000.00 per year Benefits: - Casual dress
- Dental care
- Extended health care
- Vision care
- Paid vacation days
- Paid personal wellness days Schedule: - 8 hour shift
- Monday to Friday
- Remote Job Type: Full-time Salary: $50,000.00-$70,000.00 per month