AffiniPay Customer Support Specialist provides Tier 1 support by answering inbound calls, troubleshooting, and educating customers on 8am products. They document interactions and escalate technical issues as needed.
Responsibilities
8am is looking for a professional and highly motivated problem solver to join our Customer Support Team. As a Tier 1 Customer Support Specialist, you will be responsible for ensuring every 8am customer receives consistent and reliable service and support through every interaction. Our ideal candidate has excellent interpersonal skills and is analytically minded, self-starting, detail oriented and skilled at solving problems and explaining complex issues.
At 8am, our vision is to power a world where professionals thrive. We start every day on a mission to empower professionals with the most trusted, innovative technology to deliver world-class outcomes for their clients and exceptional financial results for their business. They count on our purpose-built solutions to simplify operations, ensure compliance, and fuel profitable growth, so they can focus on their clients and do more of the work that matters.
Founded in 2005, 8amTM (formerly AffiniPay) is the professional business platform built to help legal, accounting, and other client-focused professionals run stronger, more profitable businesses. Today, more than 250,000 professionals across the U.S. trust 8am to help them work smarter, serve clients better, and unlock their full potential. We have been recognized as one of Inc 5000’s fastest growing companies in the U.S. for 13 years in a row, and as a result, our teams continue to grow as well!
Answer inbound customer support calls and provide necessary product troubleshooting and support
Timely response to incoming customer support inquiries via email, phone, and chat
Ensure customers receive consistent and reliable service and support during every interaction
Stay informed and knowledgeable regarding new product releases
Educate our customers on how to use Mycase/LawPay/CPACharge products
Investigate customer reported issues and attempt basic troubleshooting before escalating to Tier 2 if it is a technical escalation
Document every support interaction in Salesforce to ensure complete records.
Qualification
Bachelor’s degree preferredWorks well in a team settingKnowledge of SalesforceAt 8amHere’s how we support our 8TeamHealth Insurance Coverage
Required
Bachelor’s degree preferred
1+ year/s of experience in a customer service role or equivalent preferred
Must have excellent interpersonal and professional communication skills; both written and verbal. Must be friendly, clear, and strong speakers.
Maintain a high level of professionalism, integrity, and ethics
Excellent time management and people skills
Works well in a team setting
Ability to remain respond calm during challenging customer situations
Knowledge of Salesforce, Workforce Manager, Zoom Contact Center, Slack, Google Suite or similar programs preferred
Must be able to answer inbound support calls, chats and emails daily
At 8am, our culture is shaped by the people who bring it to life every day. Together, we build a company rooted in continuous learning, genuine community, holistic wellness, and meaningful engagement—values that empower us as individuals and unite us as a team. Our culture is grounded in our core values: Work Smart, Win Fast; Outshine Ordinary, and We Find a Way. These values drive how we serve our customers and work with each other in a collaborative, inspiring, and empowering environment, every day.
Here’s how we support our 8Team:
Health Insurance Coverage: We offer our 8Team a variety of medical, dental, and vision plans, designed to fit your needs, including a 100% company-paid HDHP plan for employees.
Preferred
Knowledge of Salesforce, Workforce Manager, Zoom Contact Center, Slack, Google Suite
