Total Expert

Provide frontline technical support via chat, email, and phone, troubleshoot product and system issues, document incidents, and manage customer communications. | Associate degree or equivalent experience with 2-4 years in customer service or call center, strong problem-solving, communication, and collaboration skills. | Total Expert is the purpose-built customer engagement platform trusted by more than 200 financial enterprises. Total Expert unifies data, marketing, sales, and compliance solutions to deliver the perfect customer journey across every financial milestone in any market. Total Expert turns customer insights into actions that increase loyalty and drive growth for modern banks, lenders, and credit unions. The Tier 1 Technical Support agent is responsible for responding to user inquiries via live chat, email, and phone. This involves fostering adoption, fielding product questions, providing best practices and troubleshooting software issues and challenges. This position serves as a primary liaison between Total Expert and our end users in a highly team-oriented environment. You must have a desire to foster positive interactions with our end users. Work Schedule: 10:30am-7:00pm CST or 11:00am-7:30pm CST What you’ll be doing: · Troubleshoot customer's product questions or problems via live chat, email, and phone, focusing on product functionality, operating environments and system configuration/setup. · Serves as primary support liaison between Total Expert and end users. · Responsible for documenting incidents in required tracking systems. · Proactively keeps customer informed of how and when problems are resolved with strong focus on retention and reference ability. · Manage workload to ensure all customers issues are handled in a timely manner and driven to resolution. · Conveys customer feedback and escalations to Management. · Work collaboratively within Support and across other departments to insure proper handling of customer issues · Assists in verifying user-reported issues and communicating to the proper internal channel for resolution. · Assists in testing resolutions to ensure effectiveness. · Promotes and maintains a high quality, professional, service-oriented company image among end users and team members. · Takes initiative to constantly expand product knowledge within our platform. · Demonstrates ability to adapt to fluctuation and increase in workload. · Required to participate in a Saturday shift following the rotation guidelines. Shift can be covered remotely or in office. · Access to internet will be required for remote coverage. · Assists with other duties as assigned by management. What we are looking for: · Associate degree or Equivalent SAAS Business Experience. · Minimum of 2-4 years’ experience in a call center or customer service environment. · Strong collaboration and team building skills. · Excellent problem solving and troubleshooting skills. · Ability to multi-task and adapt to a fast-paced environment. · Good verbal and written communication skills. · Strong attention to detail. · Proficient PC skills with knowledge of various software applications used for troubleshooting, call resolution and logging. · Excellent time management, decision making, and organizational skills to insure most effective and timely delivery of service to customers. · Exceptional troubleshooting ability. · Willingness to interact with customers in a professional, productive manner that enhances customers’ experience with Total Expert. Compensation/Benefits: The anticipated base salary range for this role is $55,000 - $60,000 annually. Final total compensation offered is dependent upon the selected individual's qualifications and experience. This position is also eligible for an annual discretionary bonus based on company performance and other factors. As an employee of the company, you will be eligible to participate in the Employee Stock Option Plan. Total Expert offers a competitive range of benefits including Medical, Dental, Vision, HSA (Health Savings Account), FSA (Flexible Spending Accounts), company paid Life Insurance, Short-Term Disability, Long-Term Disability, Flexible Time-Off (FTO), Paid Parental Leave, and 401(k) with employer match. Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time. \n \n

Own and evolve the documentation ecosystem, leveraging AI and automation to improve content creation, consistency, and user experience. | 5+ years in product documentation or content design within SaaS or complex platforms, experience with AI tools, and ability to influence cross-functionally. | Total Expert is the purpose-built customer engagement platform trusted by more than 200 financial enterprises. Total Expert unifies data, marketing, sales, and compliance solutions to deliver the perfect customer journey across every financial milestone in any market. Total Expert turns customer insights into actions that increase loyalty and drive growth for modern banks, lenders, and credit unions. Total Expert is seeking a forward-thinking documentation leader to own and evolve our product documentation into a modern, scalable knowledge system. This role goes beyond traditional technical writing, treating documentation as a critical product surface that drives adoption, reduces friction, and scales with our platform. You will partner closely with UX Design, Product Management, Engineering, Customer Support, and Product Marketing to ensure documentation is accurate, timely, discoverable, and tightly aligned to real user workflows. You’ll also leverage AI and automation to dramatically improve documentation velocity, consistency, and maintainability as Total Expert expands across financial services verticals. Your work will directly support thousands of financial service professionals as they adopt complex workflows with confidence and will shape how documentation operates at Total Expert for years to come. What you’ll be doing: · Partner with Product, UX, Engineering, and Support to deeply understand features, workflows, and customer pain points, embedding documentation into the product development lifecycle, not after release. · Own the strategy, structure, and execution of Total Expert’s documentation ecosystem, including user guides, in-product help, release notes, internal enablement materials, and knowledge base content. · Design and maintain scalable documentation systems, templates, and content standards that support rapid iteration and platform growth. · Leverage AI tools and automation to accelerate content creation, updates, and reuse (e.g., generating drafts from PRDs, Jira tickets, or specs; summarizing changes; maintaining consistency). · Ensure documentation is clear, actionable, and aligned with user mental models, working closely with UX to support onboarding, discoverability, and in-product education patterns. · Establish feedback loops with Customer Support, CS, and internal teams to continuously identify documentation gaps and opportunities for improvement. · Measure documentation effectiveness using qualitative feedback and quantitative signals (support deflection, search success, adoption indicators). · Collaborate with Product Marketing to ensure documentation aligns with launches, positioning, and customer-facing narratives. · Champion high standards for clarity, accuracy, accessibility, and governance across all documentation efforts. · Serve as the functional owner of Pendo and in-product guidance strategy, partnering cross-functionally to deliver scalable onboarding, contextual documentation, and adoption insights across the platform. What we are looking for: · 5+ years of experience in product documentation, technical writing, content design, or knowledge management within SaaS or complex platforms. · Applied systems thinking to content strategy, emphasizing information architecture, modular content, reuse, and governance rather than isolated page-level solutions. · Hands-on experience using AI tools to improve documentation quality, speed, and scalability. · Write clearly and precisely for multiple audiences, from individual loan officers to enterprise admins. · Comfortable working cross-functionally and influencing outcomes without formal authority. · Proactively seek feedback, iterate quickly, and adapt documentation based on real user behavior and needs. · Energized by change and excited to help modernize how documentation supports product adoption and scale. · See documentation as a strategic lever not a downstream task. · Minimal travel required (2-3 times per year) Compensation/Benefits: The anticipated base salary range for this role is $110,000 - $125,000 annually. Final total compensation offered is dependent upon the selected individual's qualifications and experience. This position is also eligible for an annual discretionary bonus based on company performance and other factors. As an employee of the company, you will be eligible to participate in the Employee Stock Option Plan. Total Expert offers a competitive range of benefits including Medical, Dental, Vision, HSA (Health Savings Account), FSA (Flexible Spending Accounts), company paid Life Insurance, Short-Term Disability, Long-Term Disability, Flexible Time-Off (FTO), Paid Parental Leave, and 401(k) with employer match. Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time. \n \n