The Role
We’re seeking an entry-level Customer Support Specialist to assist clients by providing technical problem-solving, product guidance, and user support, ensuring they see lasting value in our tools and services. This role combines people skills (client-facing meetings, training sessions) with technical competency (basic API interaction, debugging simple issues). It’s a perfect opportunity for recent grads who want to develop a diverse skill set in both customer success and technology.
About BankruptcyWatch
Bankruptcy represents a "fresh start" for millions of consumers and businesses experiencing the hardest circumstances and struggling to stay afloat. Unfortunately, the systems and technology that underpin the U.S. Bankruptcy system are cumbersome and difficult–making bankruptcy that much harder for everyone involved. At BankruptcyWatch, we are building the next era of bankruptcy where bankruptcy operations are easy, understandable, safe, streamlined, and unceremonious. We do this through our powerful API-first platform.
Why Join Us?
- Innovation & Ownership: Take the lead on creative projects and have a say in improving processes and architectures.
- Hands-On Learning: We’re looking for new graduates excited to jump into a fast-paced environment. You’ll receive training and mentorship from industry professionals.
- Technical Growth: Develop your technical skills by working with real APIs, learning basic debugging, and contributing to product improvements. We invest in certifications, conference attendance, and hands-on training to keep your skills on the cutting edge. We also have growth tracks into development and leadership roles.
- Collaborative Culture: Engage directly with clients, product managers, and engineers. We value open communication and teamwork in solving everyday challenges.
- Meaningful Impact: Be part of transforming bankruptcy—your contributions will help clients streamline a historically complex process.
Responsibilities
1. Technical Support & Troubleshooting
- Respond to customer support tickets and inquiries through multiple channels (email, chat, phone) with empathy and technical expertise.
- Diagnose and resolve API-related issues—verifying endpoints, parameters, authentication tokens, and error responses.
- Use tools like Postman, cURL, or basic scripts to reproduce customer issues and validate solutions.
- Document technical issues and resolutions to build our internal knowledge base.
2. Issue Escalation & Collaboration
- Triage incoming support requests by severity and impact, ensuring critical issues receive immediate attention.
- Work closely with engineering teams to escalate complex technical problems, providing detailed reproduction steps and logs.
- Follow up on escalated issues to ensure timely resolution and keep customers informed throughout the process.
- Collaborate with product teams to communicate recurring customer pain points and feature requests.
3. Customer Communication & Education
- Provide clear, timely responses to customer questions, translating technical concepts into understandable language.
- Create and update help center articles, FAQs, and troubleshooting guides based on common support patterns.
- Conduct ad-hoc training sessions when customers need additional guidance on platform features.
- Proactively reach out to customers experiencing issues to prevent escalation.
4. Support Process Improvement
- Analyze support ticket trends to identify opportunities for self-service resources or product improvements.
- Contribute to the development of support workflows, templates, and best practices.
- Help maintain and improve internal documentation for handling various support scenarios.
- Participate in regular team reviews to share knowledge and optimize support processes.
Qualifications
Required
- Bachelor’s degree in Computer Science, Information Systems, Business, Communications, or a related field.
- Strong communication skills: You enjoy talking with clients, explaining technical concepts in simple terms, and ensuring they feel supported.
- Basic familiarity with APIs: You know what endpoints, parameters, and JSON mean (internship projects or coursework counts!).
- Problem-Solving Mindset: You’re comfortable tinkering with tools like Postman or simple Python scripts to investigate an issue.
- Enthusiasm & Curiosity: You’re excited to learn, adapt, and absorb new technical and customer-focused skills.
- Team Player: You flourish in an environment where cross-functional collaboration is key.
Preferred
- Proficiency in Google Workspace (Docs, Sheets, Meet) and project-management tools (e.g., Jira, Trello).
- Coursework or internship experience with APIs, webhooks, or basic cloud services (e.g., AWS).
Location
This role is based on-site in our Rexburg office.
Benefits
BankruptcyWatch offers the following benefits for this position, subject to applicable eligibility requirements:
- Competitive pay
- Paid Time Off & federal holidays
Job Type: Full-time
Pay: $50,000.00 - $62,000.00 per year
Application Question(s):
- Will you now or in the future require sponsorship for employment visa status (e.g., H-1B visa status)?
- While we encourage people to use AI systems during their role to help them work faster and more effectively, please do not use AI assistants during the application process. We want to understand your personal interest in BankruptcyWatch without mediation through an AI system, and we also want to evaluate your non-AI-assisted communication skills. Please indicate 'Yes' if you have read and agree.
- One part of this role is to talk to our users about our API. In one paragraph, how much experience do you have with APIs used by 3rd-party developers?
- Explain the organizational process you used to stay on top of work projects or coursework. How has it evolved over time?
Work Location: In person
