Digital Support Associate I

Description

JOB TITLE: Digital Support Associate I

LOCATION: Las Vegas, Nevada

HOURLY RATE: $18.00/HR

Who We Are:

Sunbit builds financial technology for real life. Our technology eases the stress of paying for life’s expenses by giving people more options on how and when they pay. Founded in 2016, Sunbit offers a next-generation, no-fee credit card that can be managed through a powerful mobile app, as well as a point-of-sale payment option available at more than 16,000 service locations, including 1 in 3 auto dealerships, optical practices, dentist offices, veterinary clinics, and specialty healthcare services. By introducing a flexible way to pay over time, we are proud of our ability to lift up service providers and retailers while helping consumers when necessary expenses arise... regardless of whether they were expected or unexpected.  Sunbit was included on the 2022 Inc. 5000 list. The financial technology company has also been named as a Most Loved Workplace®, Best Point of Sale Company, and as a Top Fintech Startup by CB Insights. We use cutting-edge innovations in financial technology to bring leading data and features that allow individuals to be qualified instantly, making purchases at the point-of-sale fast, fair and easy for consumers from all walks of life. We create value focused on our core values; we work tirelessly to ensure that Sunbit becomes available to everyone, everywhere.

The Role:

The team at Sunbit is looking for a self-motivated and ambitious Digital Support Associate for our Las Vegas, Nevada office. Your main responsibility in this role will be to answer emails, chats and calls from our valued customers and retail partners. Other key duties for the Digital Support Associate will be to respond to questions related to payments, general inquiries, how to use our product, and anything else our customers or partners would like to know via phone, email or chat. In addition, you will help with technical troubleshooting software and hardware and answering financing questions via email. This will be an hourly position that requires schedule flexibility of possible nights and/or weekends.

Please Note: This position is in a Call Center, in office (non-remote) environment

Requirements

What You’ll Be Doing: 

• Managing email and chats (and assisting with inbound calls during high volumes) in a timely manner for both Customer and Partner inquiries
• Application troubleshooting, payment processing, and providing quotes and balance inquiries
• Aiding people experiencing financial hardship and extending additional payment options and financial hardship programs
• Maintaining Sunbit’s excellent customer satisfaction standards by providing accurate, valid, and complete information by using the right systems and tools
• Resolving product or service problems by clarifying the customer's complaint, determining the cause of the problem, selecting and explaining the best solution to solve the problem, expediting correction or adjustment, and following up to ensure resolution
• Following communication procedures, guidelines and policies
• Alerting management of any concerns or issues

What You Bring to the Table:

• Superb written communication skills is a must 
• Strong grammar and spelling, with a clear understanding of email etiquette
• Strong ability to communicate with confidence, integrity, and compassion via email, chat, and phone 
• Patience and stress management
• Problem-solving and critical thinking skills
• Ability to gauge, adapt, and respond to different types of characters
• Call Center experience (both B2B and B2C experience is a bonus)
• Desire to work in a fast paced, high growth environment
• Basic technical troubleshooting skills
• Strong attention to detail, time management skills, and ability to switch gears quickly

Perks Included: 

• Join a A Most Loved Workplace and #306 on the 2022 Inc 5000 list 
• Mission driven + empowered + collaborative environment
• State of the art customer care contact center
• Competitive pay and stock options
• 12 days of PTO your first year with increases thereafter + Holiday Pay
• Health Insurance options including Medical, Dental, Vision, Life, EAP, FSA, & Maternity Leave
• Newly added HSA and Pet Insurance
• 401K Plan with Matching 
• Casual Dress
• Other fun team events and Spirit Days
• Open door policy / Open office floor plan

Core Values for Success at Sunbit:

• Serve others before self
• Takes care of customers, and partners in a manner that demonstrates they are important
• Own the impact
• Ability to troubleshoot a variety of matters and holding yourself accountable
• Strong organizational and time management skills with the ability to prioritize effectively
• Connect genuinely
• Build and maintain strong relationships with both customers and partners
• Speak with customers and partners in a friendly, helpful and open demeanor
• Act fast
• Thrive in a fast-paced environment while maintaining a high level of support
• Include always
• Communicate well verbally and in writing, demonstrating empathy and understanding
• Innovate for good
• Establishes scalable capabilities by applying best practices to your workday.

Sunbit is an Equal Opportunity Employer. We strive to provide a professional & welcoming workplace for all employees.