Position Overview

SBT is looking for a Customer Support Representative to support our company’s growth. The ideal candidate will be responsible for providing text and payment support to our clients.

We are looking for a good communicator – someone that listens and ask the right questions to effectively diagnose a customer issue and resolve it quickly so customers can maximize the value they get from the SBT platform.

Duties include handling high priority tickets within a fast-paced environment, escalating client/software issues to technical teams, and understand/analyze client requests to ensure high CSAT while meeting our ticket SLAs. The successful candidate will be detail-oriented, self-motivated, able to stay focused in a fast-paced environment and adapt to frequent updates.

This role is critical to servicing our customers. Documentation related to support is key to enabling the Product team to identify opportunities for continuous improvements for our customers.

What you will do

• Resolve customer questions/requests/issues for customers - providing expert knowledge by phone, email, chat and web channels
• Resolve customer requests using appropriate tools and in accordance with company policies, procedures and SLA’s.
• Manage your queue of tickets, maintaining clear communications internally and externally
• Escalate tickets and concerns as needed
• Maintain accurate and detailed records of customer interactions, action items, and file documentation.
• Stay up-to-date on SBT platform releases, compliance updates and changes in company policies.
• Contribute to development of the SBT Knowledge Base
• Maintain clear communications and flow of information with internal and external parties within tickets owned.
• Take ownership and assume full accountability for the overall success of tickets managed, contributing to high CSAT
• Ability to effectively interact with clients in addition to multiple internal stakeholders.

Competencies And Experience

• High School or equivalent.
• 3+ years of applicable Customer Support experience working in a technical or software support capacity.
• Experience with texting and/or payment solutions a plus.
• HubSpot and Salesforce experience a bonus.
• Excellent detail-oriented, organizational, and time management skills.
• Experience managing high priority tickets in a fast-paced environment.
• Ability to listen and collaboratively problem-solve.
• Passion for increasing customer happiness and deepening customer relationships.
• Proficient in working with Outlook, Microsoft Excel, Microsoft Word.
• Proven analytical and problem-solving skills.
• Customer focus and adaptability to different personality types and situations.
• Excellent verbal and written communication skills.
• Projects a professional and appropriate Company image in all dealings with clients, vendors, business partners and visitors.

Compliance Duties

The Customer Support Representative will be a key supporter of compliant texting. Including:

• Identify non-conforming processes or
• Promote best practices in compliance with customers.
• Stay current on industry regulations including FDCPA, TCPA, CTIA and other industry-related requirements.
• Adhere to the Company's Code of Conduct/Ethics.
• Ensure the security of information.

About Solutions by Text

Solutions by Text (SBT) was founded in 2008 with the mission to deliver impactful conversational messaging and convenient payment partner solutions that are rich, real-time and compliant. Built on hard-earned trust and SMS industry best practices, the company is the only compliance-first provider of enterprise texting solutions in the market. More than 1400 consumer finance organizations, including leading brands in auto finance, banking and lending, trust SBT to ensure convenient, effective and compliant relationships with their millions of consumers. SBT is headquartered in Dallas, TX with remote teams and offices around the US and in Bangalore, India.

Game-changing Technology Built for Growth

Solutions By Text (SBT) is changing the way highly regulated businesses engage, interact and transact with their customers via their mobile devices. Since adding its first client, SBT has quickly become the leading text provider to consumer finance companies and various other regulated industries. Recognized as an Inc 5000 fastest growing companies, and Best Places to Work, SBT continues to grow and expand through the addition of great employees who desire a growth culture.

Solutions By Text is committed to promoting the values of diversity and inclusion throughout the business. Whether it is through recruitment, retention, career progression or training and development, we are committed to improving opportunities for people regardless of their background or circumstances.