User Support Specialist

Array
United States, Canada
Workplace: RemoteFull timeUSD 60,000+ annuallyFunction: Customer Support (Service Desk)Experience: 2+ yearsSkills: ["Empathy","Active listening","Verbal communication","Written communication","Collaboration"]

Resolve inbound customer calls end-to-end for financial and billing inquiries, providing accurate solutions or escalation as needed. Manage timely inbound/outbound call support, log case details in the database, and de-escalate frustrated customers with empathy. Review accounts for updates on billing and payments, identify trends or systemic issues, and meet operational call-center metrics. Support customers in Spanish and English while maintaining fluency in Array’s credit and identity monitoring products.

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FursaFursa
Array
Array
3 days ago

User Support Specialist

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Source: Company careers pageValidated by: Fursa AI
Last checked: 2 hours agoStatus: Live

Job Summary

Resolve inbound customer calls end-to-end for financial and billing inquiries, providing accurate solutions or escalation as needed. Manage timely inbound/outbound call support, log case details in the database, and de-escalate frustrated customers with empathy. Review accounts for updates on billing and payments, identify trends or systemic issues, and meet operational call-center metrics. Support customers in Spanish and English while maintaining fluency in Array’s credit and identity monitoring products.
Location: United States, Canada
Workplace: Remote
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Mid level

Key Responsibilities

  • •Resolve customer calls by determining outreach reasons, identifying solutions, and executing or escalating as necessary.
  • •Manage inbound and outbound calls in a timely, efficient manner.
  • •Provide accurate support from start to finish while meeting call center or operational metrics.
  • •Review customer accounts and provide updates on billing and payments; log conversation details into the database.
  • •Identify trends or systemic issues and escalate internally as a customer advocate, including de-escalating dissatisfied customers.

Pay and Benefits

Salary: USD 60,000 annually
Equity and Bonus:Equity
Perks:Health InsuranceDentalVisionPaid Leave401kParental LeaveRemote OfficeDesk SetupWifi SubsidyCell PhoneCompany Holidays

Key Requirements

  • •2+ years of call center experience in customer service.
  • •Experience in fintech or financial services, with a focus and/or understanding of loan or mortgage support.
  • •Strong listening, verbal, and written communication skills in both Spanish and English, with empathy and rapport building.
  • •Ability to dissect customer situations to define requests and create resolutions.
  • •Basic understanding of REST APIs and SQL for reviewing and querying data (plus).
Experience:2+ yearsFintechFinancial servicesLoan supportMortgage supportCall center
Skills:EmpathyActive listeningVerbal communicationWritten communicationCollaboration
Languages:SpanishEnglish
Tech Stack:REST APIsSQL

Company Brief

Array
Array operates as a technology company under the brand 'Array'. Publicly available details about its specific products, company size, funding, headquarters, and revenue for the domain array.com were not confirmed; contact the company via its website for details.
Industry: Fintech Infrastructure
Website