Overview

JOB DESCRIPTION

Job Title:             Customer Support Analyst – Tier 2

Location:            Denver or Remote

The Opportunity:

Infinicept is a thriving, innovative, fintech company headquartered in Denver, CO seeking an ambitious, driven Customer Support Specialist – Tier 2 to join our rapidly growing team. Infinicept provides all the advantages of embedded payments to vertical software companies without all the usual disadvantages. Our tools and services simplify everything from onboarding and underwriting to administration and service. Our customers have more foresight, more freedom, and more follow-through across the entire process of embedded payments. Industry leaders such as Fivestars, Patientco, and NCR all use Infinicept. With over 200 customers in 25 countries, the Infinicept platform is growing at 800% per year, and reached #95 on the Inc. 5000 list in 2020. We offer an exciting, dynamic environment, using the latest technology to shape the future. We are seeking people who want to make a difference and who thrive in a collaborative environment where success is the ultimate result.

Are you ready to grow your customer support career while working with a great team in a thriving organization? If you love making a difference for those you help each-and-every day, join us! We are looking for our next great Customer Support Analyst. You will be an integral part of our Customer Support Team and help us take our customers’ experience to the next level.

What You’ll Do:

At Infinicept, delighting customers is our everything. Customer support is on the frontlines of this initiative, empowering customers to manage their payments business effectively by resolving customer issues. The Customer Support Analyst will be responsible for the effective diagnosis and resolution of highly technical customer support inquiries.

Who You are:

You are passionate about making a difference; providing exceptional customer service drives you and you see immense value in finding the right solution for each customer you work with and are driven to find the answers that allude others. You are comfortable searching for answers and offering solutions and are comfortable working with technical concepts and products. You are never satisfied with what you’ve done and are constantly looking for ways to make the customer’s experience smoother and more streamlined.

You’ll also:

  • Work support case queues
  • Effectively diagnose inbound issues from customers
  • Aid in quality control of case management
  • Work with product and technology to resolve customer issues
  • Assist in building out best in class support team

Core Requirements:

  • 3+ years of experience using phone, email, and chat in an inbound support center to resolve high volumes of technical support inquiries
  • Strong technical expertise
  • Experience with Postman or similar API tools.
  • Exceptional communication skills; ability to relay technical information to non-technical audiences
  • Software and/or SaaS experience required
  • Experience with SQL preferred
  • Familiarity with payment processing is preferred

Benefits for You:

Infinicept believes that all team members play an important role in our company’s success. That’s why we strive to provide you with a competitive and comprehensive benefit program. We offer:

  • Competitive salary ($50,000/annually – $70,000/annually)
  • Flexible vacation policy
  • Comprehensive health, dental, and vision benefits
  • 401(k) with company match
  • Flexible work from home policy
  • Small in-office gym
  • Dog-friendly office
  • A progressive, passionate work environment
  • An amazing team dedicated to both the company’s mission and your success!

Infinicept Core Values:

  • Do the Right Thing
  • Be Excellent (but perfect is impossible)
  • Have Integrity
  • Act Like an Adult
  • Eat and Drink Well

Work Environment:

Work in a typical office environment with other staff speaking on phones or engaging in limited team conversation. The role will involve long periods of stationary movement and frequent use of computers and other hardware. Physical efforts to carry out job duties may include some standing, bending, lifting, limited stretching, and reaching.

As part of our dedication to maintaining an inclusive and diverse workforce, Infinicept provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, national origin, age, disability or genetics. In addition to federal law requirements, Infinicept complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

*We are interested in every qualified candidate who is eligible to work in the United States. However, we are not able to sponsor visas.

**No external recruiters or agents, please.