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Customer Support Specialist

Company: Array
Location: Elizabeth
Posted on: June 25, 2022

Job Description:

Array is revolutionizing how businesses leverage and enhance consumer data. Our platform enables innovative companies and developers to seamlessly integrate credit and identity data into their apps, websites or workflows. As a remote-first company, were focused on providing opportunities for autonomous individuals to have high levels of impact at the forefront of the fintech space. Continuous improvement, experimentation, and a clear mission stretch us individually and together in service of delivering the best products for our clients and users.
We're looking for a highly organized go-getter and problem-solver to join our Technical Support Team. This person will delight our clients by delivering accurate and quick assistance in the style of Arrays white-glove service experience. After comprehensive training on Arrays products and technical integration methods, this candidate will play a pivotal role in supporting and maintaining the day-to-day operations of our diverse client base.
You will:

Getting Started: For the first two months, you will be training and working side-by-side with other Support Specialists to learn the ins-and-outs of Array, how our systems work, and more advanced integration troubleshooting methods.
Inbound Inquiries and Tickets: Support Specialists split the majority of their time between taking inbound calls, slacks and email tickets from clients and developers. Since every client has a unique goal for their business, its up to Support Specialists to leverage their knowledge, creativity, and ability to troubleshoot to find the best solution for every scenario. Here are just a few examples of the types of expertise youll offer on any given day:

  • Arrays products, tools, features, and SDKs covered in our Developer Documentation and Support Articles
    Array features and how they can be leveraged using Arrays API
    Client-side and server-side code, validation errors, and other technical factors affecting a clients integration with Array.
    What other teams at Array do: Technical Support is often a client's first stop, and sometimes the best way to help is to connect them with the right team

  • Beyond the Queue: As a Support Specialist, once youre comfortable with day-to-day queue work, youll be expected to continue your personal development and contribute to the team in other meaningful ways. Depending on your professional goals and team needs, this may include any of the following

    Collaborating with other Product and Operational teams via Slack, our internal chat tool
    Developing new-hires through one-on-one phone and email shadowing or facilitating training sessions
    Building, updating, and experimenting with your own Array integration to increase your understanding of the product
    Acting as a subject matter expert or stakeholder for a specific product or feature, which can involve training other Specialists, being available for more nuanced questions, and giving feedback to Product teams on behalf of clients and the team
    Updating internal documentation and providing regular feedback to improve our external Support Articles and Developer Documentation
    Presenting in team meetings

    Array Offers All Employees the Following Benefits and Perks:

    Full medical, dental, and vision, premiums covered at 100% for employees and 50% for dependents
    Unlimited PTO and sick leave + 14 company holidays to encourage a healthy work-life blend
    In-house wellness concierge and partnership with TalkSpace to support mental health
    100% 401k match with immediate vesting
    Generous and competitive parental leave for all parents
    $1,000 desk setup subsidy to set-up your unique remote office
    $100/month to subsidize wifi/cell phone expenses

    One of our core values at Array is to care and support one another, and thats why we strive to create an environment where everyone feels empowered to bring their full, authentic selves to work. Diversity, equity, and inclusion foster collaboration, comfort, and confidence. Were at our collective best when we each feel our best.
    We are proud to be an equal opportunity workplace, we are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status.

Keywords: Array, Elizabeth , Customer Support Specialist, Other , Elizabeth, New Jersey

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