Autobooks works hard to make small business banking simple. Through our partnerships with banks and credit unions, small business owners can gain access to a modern suite of tools to help make running their business easier.

When you join Autobooks, you're joining a team dedicated to small business growth. We want your ideas, passion, and experience to continue improving what we offer.

Our brand-new Detroit HQ is in the heart of downtown Detroit in the 1505 Woodward Ave, building! Autobooks also has a growing presence in Texas with a satellite office in Austin; and offers flexible, remote work environments for certain roles.

Ready to help change what it means to do small business? Let's talk.

The Role: Customer Support Representative

You will provide Small Business customers and Financial Institution employees with support via inbound phone, chat, and e-mail. They look to you as their consultant and subject matter expert. You are very good at deep-dive troubleshooting (and enjoy it) while also relishing the ‘people side’: building relationships, representing our brand as our CEO would, and delivering outstanding customer service.

The Responsibilities:

Develop a deep knowledge of the Autobooks software suite
Partner with customers to resolve issues through phone, email, and live chat
Troubleshoot low to medium complexity software issues that lack a previous known resolve; utilize discovery questions and process of elimination; identify potential solutions
Diagnose software issues and engage with our Product and Engineering teams using established processes
Answer routine how-to questions and help customers navigate a variety of use-cases
Complete tickets and administrative tasks with accuracy and care
Contribute to knowledge management documentation for external/internal customers
Ability to support and build rapport with Small Businesses of all sizes and types, as well as bank and credit union employees at all levels
Have a continuous improvement mindset
Ask probing questions to gain insights on customers’ needs, and attempt to expand or retain their business where applicable
Aid other functional areas with tasks from technical or administrative work to outbound calling initiatives

The Requirements:

Ability to help customers with software or hardware – you are comfortable and proficient with technology.
Ability to use dual monitors (laptop + extra monitor), wireless headset/mouse, and navigate multiple internal systems, with ninja-like precision! You can navigate through many screens and tools with ease.
Strong typing skills – accuracy and WPM
Strong verbal and written communication skills; wide vocabulary
Collaborative, fast-moving, and comfortable with change
Fast learner; applies prior learning to new situations
Analytical and curious
High levels of empathy, patience, and problem-solving abilities

The Benefits and Perks:

Flexible, entrepreneurial work environment
Open and fun workspace in downtown Detroit
Casual dress code
Healthcare-health insurance, dental and vision coverage, life insurance
401k plan
Free parking