Client Support Representative

About Netchex

Were Netchex - the fastest growing Payroll Human Resource Time and Attendance and Benefits services company in America. We give HR professionals time to work on what drives their businesses forward by providing efficient tools and quality personal service. We tackle big challenges take pride in our work and learn early and often so we can delight our clients with solutions that solve their problems every day.

About the Role

As a Client Support Representative you will be the frontline voice of the company supporting US-based customers across email phone and live chat. This role requires a strong blend of empathy problem-solving ability and operational discipline especially given the financial and time-sensitive nature of the product.

Key Responsibilities

Customer Support (Core)

- Handle customer inquiries via email phone and chat in a timely and professional manner

- Resolve issues related to:

Wage access requests

Account setup and basic troubleshooting

Transaction delays or failures

Employer/payroll-related queries

- Ensure high first-contact resolution and customer satisfaction

Operational Excellence

- Accurately log and track all customer interactions in CRM/support tools

- Follow defined workflows and SOPs for issue resolution

- Escalate complex or high-risk cases (e.g. fraud compliance payment failures)

Customer Experience

- Deliver empathetic and clear communication especially in financially sensitive situations

- Educate customers on product usage policies and timelines

- Identify recurring issues and provide feedback to improve product and processes

Compliance & Risk Awareness

- Adhere to all compliance data privacy and security guidelines

- Maintain strict confidentiality of customer financial information

Required Skills & Qualifications

• 13 years of experience in customer support
• Experience handling multi-channel support (email phone chat)
• Strong written and verbal communication skills (US customer-facing experience required)
• High attention to detail and accuracy
• Ability to handle time-sensitive and high-pressure situations
• Basic understanding of financial products or willingness to learn quickly
• Exposure to Salesforce CRM for support is an advantage

Working Model

• Shift-based role (to support US hours)

Success Metrics

• Average Handling time (FRT)
• Resolution Time (TAT)
• Customer Satisfaction (CSAT)
• First Contact Resolution (FCR)

Why Join Netchex

• Innovative Environment: Dynamic and cutting-edge HR and payroll technology.
• Career Growth: Numerous opportunities for advancement and skill enhancement.
• Collaborative Culture: Supportive team valuing creativity and teamwork.
• Impactful Work: Directly improve business success and employee experiences.
• Cutting-Edge Tools: Work with the latest technology to drive growth and efficiency