Work smarter. Grow faster. Go further.

Problem Solving Consultant with French

Receipt Bank is a rapidly scaling FinTech business on a mission to disrupt the world of accounting and bookkeeping. Our products allow hundreds of thousands of SMEs and their accounting partners unlock the value of accounting data and automate bookkeeping processes through our award winning AI. Founded in 2010, we have experienced near 100% growth year-on-year, opened offices globally, raised over $60m in Private Equity investment and won a number of awards along the way.


Role Summary / Purpose of Role

  • Support the Account Development and New Partner Consultant Teams by providing a first-line of defence in customer support and maintaining our outstanding reputation for excellent customer service. Keep valued Partners happy, satisfied and part of our future;
  • Enhance Partner knowledge and understanding by improving our support materials (Knowledge Centre) and anticipating support needs and how we will address them.


Key Responsibilities

  • Answer the questions of existing clients;
  • Respond to all incoming enquiries (email - ZD);
  • Liaise with internal teams when resolving support queries;
  • Monitor patterns of support queries and suggest topics that need to be covered in help centre;
  • Keep up to the working hours, namely 09 AM - 18 PM CET, unless something else is negotiated with the Customer Support Team Lead EMEA region;
  • Work from office, unless something else is negotiated with the Problem Solving Team Lead EMEA region.


Key Tasks & Activities (Objectives)

  • Answer the questions of existing clients;
  • Reply to incoming support emails through ZenDesk in French;
  • Investigate issues with client’s accounts and resolve ‘at the back end’;
  • Respond to all incoming enquiries (email - ZD);
  • Liaise with internal teams when resolving support queries;
  • Feedback to Production team re: issues with data extraction and processing;
  • Feedback and liaise with Development team re: product features and new feature suggestions;
  • Monitor patterns of support queries and suggest topics that need to be covered in help centre;
  • Monitor incoming support queries to identify common topics and issues experienced by Partners;
  • Use these results to suggest new topics for our help centre (first line of defense);
  • Manage the partner support within the Knowledge base.


Personal Capabilities

TECHNICAL/PROFESSIONAL EXPERTISE

  • Teammates trust his/her ideas and opinions because of in-depth knowledge and experience;
  • Many people seek after his/her opinions;
  • His/her skills and knowledge make an important contribution to achieving team results;

SOLVES PROBLEMS AND ANALYSES ISSUES

  • Is trusted by others to use good judgement when making decisions;
  • Has the ability to anticipate and respond quickly to problems;
  • Spots new trends, potential problem, and opportunities early.

DRIVES FOR RESULTS

  • Does everything possible to achieve goals;
  • Achieves agreed-upon goals within the time allotted;
  • Follows through on objectives to ensure successful completion, i.e. does NOT get distracted before project is completed.


Software use

  • Salesforce (CRM)
  • Zendesk (customer support engine)
  • Asana (team project management)
  • Receptive
  • Google Drive
  • Slack

Benefits

We’re a remote company, so remote work is one of the main perks of the job. We also have an office near National Palace of Culture, Sofia, if that’s what you prefer.

We offer our Bulgaria-based team an employer-paid additional medical insurance, life and risk insurance, and a corporate discount for a MultiSpot Card. The team gets together for monthly team drinks and an off-site somewhere beautiful twice a year. Between countless group outings to talks, outdoor events, movies and more, you'll be sure to find your niche.

The Receipt Bank Group was founded in 2010 and has been revolutionising bookkeeping ever since. With over 6,000 partner firms worldwide, we maintain a growth rate of 100%+ year-on-year. We are a global company with at team of 450+ in offices in London, Washington DC, Sydney, Sofia, Paris, Toronto and Cape Town – and that list is only looking to get longer.

Work smarter. Grow faster. Go further. Join Receipt Bank.

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