Job Description: Customer Support Specialist

Employment Type: Full-Time

Who is Aiwyn and what do we do?

Aiwyn is the fastest-growing software company serving the accounting profession. Founded in 2020, we now work with 100+ of the largest CPA firms in the world. Our mission is to speed up cash flow, save Partner time, and deliver best-in-class client experiences by automating day-to-day firm operations with our Practice Automation solutions. Aiwyn is led by serial entrepreneurs with multiple exits and funded by a Top 10 fintech VC.

To learn more, visit our website.

This Role:

As part of our Customer Support team, you’ll provide front-line product support to users, troubleshoot software issues, and ensure customer satisfaction by resolving technical problems efficiently. You’ll develop a deep understanding of the company's software products to guide users, offer product training, and escalate complex issues to the engineering team when necessary. Working within our three-tiered support structure, you’ll collaborate closely with other support teammates, customer implementations and success, and software developers to drive positive outcomes for our customers.

Key Responsibilities:

• Provide expert technical support to customers, troubleshooting software issues and ensuring a seamless user experience.
• Assist in the setup, configuration, and optimization of our software for new and existing customers.
• Collaborate closely with our development and product teams to identify, report, and resolve software bugs or feature requests.
• Offer training and guidance to customers on best practices for using our software, via email, chat, and virtual meetings.
• Manage and prioritize support tickets, ensuring timely and accurate resolutions.
• Contribute to the development of support documentation, FAQs, and knowledge base articles.

Qualifications:

• 1-2 years previous experience in a technical support role, preferably within a software startup environment.
• Excellent problem-solving skills with a proactive approach to troubleshooting.
• Strong communication skills, both written and verbal, with the ability to explain complex technical concepts to non-technical users.
• Ability to adapt quickly and manage multiple tasks in a fast-paced, evolving environment.
• Experience with structured query language (SQL).

Preferred Experience:

• Familiarity with SaaS platforms and cloud-based software solutions.
• Experience with customer relationship management (CRM) systems including Zendesk or JIRA.
• Strong understanding of accounting principles and experience with accounting or accounts receivable software.

Benefits and Perks:

The big-picture value proposition of this role is simple: join us, and you'll be paid competitively to have freedom in solving worthwhile, challenging problems alongside other A-players at a fast-growing SaaS startup led by an experienced and successful co-founding team with industry experience. Other benefits include:

• Adventure Travel Stipend: Receive a $1,000 travel reimbursement on your work anniversary each year. We encourage our team to recharge and explore the world beyond their home office walls.
• Remote, Work-from-Anywhere Culture
• Flexible PTO
• World Class Health Benefits: We believe in fostering flourishing teams by providing benefits that go beyond the usual standards – Health, vision, dental, HSA/FSA, and mental health support.
• Stock Options: Every Full-Time Employee has ownership in Aiwyn's future and success.
• 401(k) Matching

Our Values:

• Trust: We champion transparency, welcome differing perspectives, uphold accountability, and trust that others have good intentions.
• Courage: We have the courage to take calculated risks and embrace change, knowing what worked in the past won’t always work in the future.
• Impact: Rooted in determination and innovation, we chase extraordinary outcomes and impactful results.
• Relentlessness: We approach challenges with an unwavering resolve, never settling for mediocrity, and always striving.