Customer Support Specialist

AffiniPay • USA • 1h ago

Hi, We’re AffiniPay!

AffiniPay is a leading fintech company, based out of Austin, Texas. As the market leader in professional services payments and practice management software, AffiniPay’s tech products serve legal, accounting, architectural, engineering and construction firms. AffiniPay has been recognized as one of Inc. 5000’s fastest growing companies in the U.S. for 13 years in a row, and as a result, our teams continue to grow as well!

AffiniPay is looking for a professional and highly motivated problem solver to join our Customer Support Team. As a Customer Support Specialist for our Payments team, you will be responsible for ensuring every AffiniPay customer receives consistent and reliable service and support through every interaction. Our ideal candidate has excellent interpersonal skills and is analytically minded, self-starting, detail-oriented and skilled at solving problems and explaining complex issues.

What You'll Do:

Answer inbound customer support calls and provide necessary product troubleshooting and support
Timely response to incoming customer support inquiries via email, phone, and support ticketing system
Ensure customers receive consistent and reliable service and support during every interaction
Stay informed and knowledgeable regarding new product releases
Document found issues and steps to reproduce
Investigate issues reported by customers
Educate our customers on how to use AffiniPay/LawPay/CPACharge products

About You:

2+ years experience in a customer support role
Must have excellent interpersonal and professional communication skills; both written and verbal
Must be friendly, clear, and a strong speaker
Maintain a high level of professionalism, integrity, and ethics
Excellent time management and people skills
Works well in a team setting
Must be able to react positively to difficult situations
Knowledge of Windows, PowerPoint, Word, Excel, or similar programs required
Must be able to answer inbound support calls daily
Available for one of the later shifts, Monday-Friday (9:00am-6:00pm CST, 9:30am-6:30pm CST, 10:00am-7:00pm CST)

Additional Information:

The base pay range for this position is between $45,000 - $50,000 annually. The salary range for performing this role outside of the US / Austin / California may differ. AffiniPay is committed to offering competitive, fair and commensurate compensation and has provided an estimated pay range for this role. Actual compensation may vary based on job-related knowledge, skills, experience and education.

If you're located near our San Diego or Austin offices, we offer hybrid work options.

Our Story

Founded in 2005, AffiniPay’s mission is to build technology products that helps professionals focus on the work they love. As the leader in the professional payments industry, AffiniPay’s products serve legal, accounting, architectural, engineering and construction firms. Our portfolio of software solutions include MyCase (Legal Practice Management Software), CASEpeer (Practice Management for Personal Injury Firms), Docketwise (Immigration & Case Management Software), Soluno (Legal Accounting), and Woodpecker (Legal Document Automation). Our portfolio of payment solutions include LawPay (Legal), AffiniPay for Associations (Associations), CPACharge (Accounting Professionals), and ClientPay (Architect, Engineer, and Construction). AffiniPay’s products serve over one hundred thousand users, and we are noted as one of the fastest growing tech companies in Austin, Texas. We are constantly looking for talent to join our team to continue playing a key part in unlocking our potential.

Diversity, Equity & Inclusion at AffiniPay

At AffiniPay, we recognize that innovation occurs with a strong team of people who are diverse in background, personality, talent and ideas. Experience comes in many forms and ensuring a diverse and inclusive workplace where we continue to learn from each other is an integral part of our culture. We are committed to creating a welcoming and transparent environment for all that embraces those differences through education, equal access to opportunities and information, inclusionary programs, and community outreach.

Benefits that Benefit You!

As a people first culture, we believe it is important that our teammates are happy, healthy, and productive. In order to best support that, AffiniPay provides award-winning benefits that can make a difference in your life - right now and for the future.

All employees receive fully covered medical, dental and vision coverage - Choose from our 2 available health plans based on what fits you and/or your family!
Have some fur babies? - We offer them insurance too!
RELAX and enjoy your time away with our flexible paid time off policy!
We will help you plan for your future - 401K, or RRSP if in Canada, with a company match
Competitive compensation packages that include mid-year and end-of-year bonuses and equity options for all full-time employees
Health Wellness Program that includes nutrition consultations, mental health apps, and access to discounted memberships
Have plans to grow your family? - Parental resources, including 16 weeks of paid time off for primary caregivers
Professional development opportunities including mentorships, leadership programs and our AffiniPayU courses
We believe it is important to give back with our Matching Gift Program and organized activities focused on donations, volunteerism and supporting the local communities throughout the country
D&I initiatives provide educational opportunities regarding multicultural issues, tolerance, and celebrating diversity among our entire staff
An incredible, in-office experience at our headquarters in Austin and San Diego including free lunch delivery, a fully stocked kitchen, and some “sweet” surprises for those afternoon pick-me-ups

Security Advisory

Our hiring teams at AffiniPay are dedicated to recruiting top talent that share our passion for serving the professional services industry through innovative financial technology. As such, our Talent Acquisition Team only follows legitimate hiring practices. We will always communicate with our candidates using emails with the AffiniPay domain and will never ask for sensitive/personal data during the application process. All interviews take place over phone call, Zoom/Google Meet or in person. All offers are communicated verbally by our Talent Acquisition Specialists with a written offer letter as a follow up.