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Careers

We are working together to build a culture that embraces bold vision, open communication, accountability and a relentless pursuit of the horizon. Join our team!

Customer Support Specialist

Overall Position Responsibilities:

The Customer Support Specialist role (CSS) is in charge of responding to inbound phone calls, emails and chats to assist as front-line support for product and service issues. This help includes technical support, answering questions, checking on billing issues, and more.

The CSS role provides a fantastic opportunity to learn and sharpen your customer service skills and to grow within FormFree. This is a unique opportunity to work with a growing, energetic team and a product that customers love.

Specific Responsibilities:

  • Reply to live chat and provide answers and helpful insights to customers and prospects on routine issues
  • Maintain fast reply times and deliver amazingly helpful service that customers love
  • Connect sales prospect inquiries with Business Development Representatives
  • Track all methods of communication with clients and time spent in each
  • Track all issues and submit tickets and inquiries through appropriate channels
  • Diagnose & troubleshoot issues with customer facing applications
  • Document new procedures
  • Answer & Resolve customer related application issues
  • Take ownership of customer issues reported and see problems through to resolution
  • Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams
  • Provide prompt and accurate feedback to customers
  • Ensure proper recording and closure of all issues
  • Document knowledge in the form of knowledge base tech notes and articles
  • Communicate information to developers and other engineers

Minimum Qualifications

  • 1 to 3 years’ experience in customer service
  • Tech savvy
  • Associate’s Degree or equivalent experience preferred
  • Confidence on the phone and a helpful attitude
  • Ability to communicate clearly and professionally in writing
  • Passion for expanding your comfort zone
  • Ability to learn quickly, adapt to change
  • High standards for yourself and your team
  • Ethical and honest approach
  • Friendly and caring demeanor

Preferred but not required

  • Previous experience supporting SaaS products
  • Familiarity with Microsoft Office products
  • Previous experience in customer service or support
  • Experience with customer support such as FreshDesk, Zendesk or JIRA

Knowledge and Skills

  • Logical Thinker
  • Strong problem-solving skills
  • Excellent relationship-building skills
  • Very comfortable learning and adopting new technology and systems quickly and efficiently
  • A high energy level and the ability to smile “through the phone”
  • Thrive in a performance-oriented environment
  • Takes pride in providing a high level of service and delivering a consistent performance
  • Advanced communication, interpersonal, negotiation, problem-solving, and time and priority management skills are necessary
  • Entrepreneurial outlook and drive – desire to own outcomes and take responsibility for driving forward
  • A passion for connecting with people and solving problems
  • Ability to flourish with minimal guidance, to be proactive and embrace change
  • Excellent analytical, customer relationship and leadership skills
  • User focused and ability to deliver high quality user experiences
  • Demonstrated desire for continuous learning and improvement
  • Excellent listening skills and ability to understand information and ideas presented through written or oral communication
  • Ability to work independently or on a team and the ability to be a “self-starter”

Customer Support Specialist

Full Stack Developer

Overall Position Responsibilities:

We are looking for someone who thrives in a dynamic, cross-functional, collaborative and casual culture where passionate, highly skilled people let great ideas thrive. The Full Stack developer is responsible for front and back-end web development. We’re looking for a Full Stack developer who will take a key role on our team. Our Full Stack developer must have knowledge in all stages of software development. You will work professionally both on the user side and server side of the web development cycle. To this end, this role requires in-depth knowledge of every level of the web creation process, which includes set-up and configuration, creating server-side APIs, creating codes that power apps, and other responsibilities.

Specific Responsibilities:

  • Write backend code meeting business requirements and specification.
  • Translate designs into usable HTML, CSS, and Javascript.
  • Learn setup of application in local environment.
  • Document new changes to system.
  • Collaborate with organization, especially software engineering, to push changes into production.
  • Collaborate with other software engineers to maintain code integrity and organization.

Minimum Qualifications

  • Minimum 5 years work experience
  • Experience working with graphic designers and converting designs to visual elements a plus
  • Development experience for both mobile and desktop
  • Bachelor’s degree Computer Science preferred

Knowledge and Skills

  • Logical Thinker
  • Strong understanding of object-oriented programming
  • Familiarity with REST based API(s) a plus
  • Unit testing experience in backend and front-end
  • Capable of working on multiple projects
  • Capable of transitioning between the front-end and backend code within a project
  • Proficient understanding of distributed version control (Git in use)
  • Familiarity with GitFlow a plus
  • Wide degree of creativity and latitude is expected
  • Ability to flourish with minimal guidance, to be proactive and embrace change
  • Advanced communication, problem-solving, and time and priority management skills are necessary
  • Demonstrated desire for continuous learning and improvement

Full Stack Developer