Technical Support Agent - Live Chat in United States or Canada

25 days ago
Routable
Mid Level
Full Time
Americas
Routable is a B2B payments platform built to make bill payments and mass payouts fast and seamless. Our mission is to be the simplest way to send and receive business-to-business payments. Unlike other payment platforms, Routable’s modern, easy-to-use API allows you to build a powerful payments infrastructure in minutes.


We’re a Series B startup with $46M in funding. We’re helping some of the largest marketplaces and gig economy companies, including Ticketmaster, Snackpass, and Garmentory. Hundreds of finance teams trust our decades of experience in building B2B payment solutions.


Our environment encourages intellectual curiosity, problem solving, and openness—one that provides the support and mentorship needed to succeed, learn, and grow. We'll make sure you have everything you need to do your best work and make an impact. We’re a fully remote startup with our team working from a city they love across the United States, Argentina, and Canada.


About the Role

We’re looking for someone who is technically-savvy and driven to create an amazing live chat experience for our customers. You would work directly with our customers and our sales, success, and engineering teams to help improve our product. It’s a unique chance to be an advocate for our customers and help improve our incredible product. This role will report directly to the Technical Support Manager.


Responsibilities

  • Monitor live chat and email channels
  • Be the first point of contact for customers to provide and process information in response to inquiries, concerns, and requests about product support.
  • Quickly triage, distribute, and respond to incoming conversations.
  • Identify opportunities for automations and other workflow improvements.
  • Document and track product bugs, feature requests, and other observations of customer patterns.
  • Create and maintain customer help documents
  • Provide a seamless customer experience through product and software support.


Minimum Qualifications

  • Prior experience in a software or technology-based company
  • 3-5 years of experience in Technical Support or a customer facing technical role
  • Experience with help desk software such as Intercom, Freshdesk, or Zendesk
  • Exceptional written and communication skills
  • Well-versed and comfortable being in a fast-paced, customer-facing role demonstrating email, phone, and live chat etiquette


Location

You must be currently authorized to work in the United States or Canada on a full-time basis.

We are a remote first company! Rather than restrict ourselves to only find talent in one city, we’d rather find the absolute best people regardless of where they live. One amazing benefit to our remote culture, is that it enables our team to enjoy traveling ✈️ more regularly since they can work from wherever!


Reporting

The Technical Support Agent reports directly to the Technical Support Manager, Lesley Yarbrough.


About Routable

Our Core Values

At Routable, we are driven by our values. Our values act as guiding principles when it comes to our work, our hiring practices, and ourselves. We talk about them every day and praise each other based on our ability to embody them.

  • 💞 Engage with Empathy: Have empathy and a deep understanding for your peers, and our customers. This means no ego and cultivating relationships by actively listening to each other's needs.
  • 🤝 Volunteer Assistance: Helping others is always a priority, even when it is not immediately related to the goals that we are trying to achieve. We make it a point to foster an environment of inclusiveness for our remote team.
  • 💪 Own it: We are all company owners and we act like it. We make data driven decisions and jump at the opportunity to be accountable. Taking action when you see a problem is our default state.
  • 🛠 Build with Purpose: We are collectively building the product and company of our dreams. We are intentional with everything we do and are always looking for ways to improve. We sweat the details.
  • 🧬 Expect Authenticity: We do not compromise our values when it comes to our team and our customers. We champion originality. Be yourself. Everyone else is already taken.


Rendezvous

To help foster amazing relationships with our coworkers, we meet up twice a year as a whole team in some pretty awesome cities! In the past we’ve met up in San Diego, Seattle, and Austin. We’d rather invest money into memorable team events rather than expensive offices. During our meet-up team time, we love to spend time learning a new skill together, and solving problems. Most recently this has taken on the form of a bread-making class and defeating an Escape Room.

Note: we have paused our meetups due to COVID-19 and will resume when it is safe for everyone to attend


Perks

  • 🏥 Great Health, Dental and Vision Insurance
  • ⛑ Employer paid Life, STD and LTD benefits
  • 💲 Competitive salary
  • 📈 Stock Options
  • 💰 401k
  • 💸 Work from Home Stipend
  • 🚀 We're a remote first company
  • 🏝 Flexible vacation policy


Inclusive Employer

Routable welcomes employees from varied backgrounds and walks of life, and it’s reflected in our diverse community of Routers. Routable is proud to be an equal opportunity employer and is committed to administering personnel actions, including hiring, training, promoting and compensating its employees, without regard to race, color, religion, sex, sex stereotyping, pregnancy (which includes pregnancy, childbirth, and medical conditions related to pregnancy, childbirth, or breastfeeding), gender, gender identity, gender expression, national origin, age, mental or physical disability, ancestry, medical condition, marital status, military or veteran status, citizenship status, sexual orientation, genetic information, or any other status protected by applicable law.