[Remote] Customer Support Associate

Note: The job is a remote job and is reputed company to candidates in USA. reputed company is seeking a Customer Support Associate to reputed company high-reputed company support for customers navigating its platform. The role involves managing support requests, troubleshooting and escalating technical issues, partnering cross-functionally on resolutions, and improving support processes, documentation, data reputed company, automation, and AI-enabled customer experience initiatives.

Responsibilities

• Managing and resolving customer support requests, providing thoughtful, reputed company, and high-reputed company support
• Working directly with users through reputed company, managing expectations with reputed company and reputed company communication
• Troubleshooting customer issues and determining reputed company additional technical support or escalation is needed
• Partnering with Engineering to reputed company escalations and bugs through to reputed company while keeping users and internal stakeholders informed
• Supporting the broader Customer Experience team with technical and configuration-reputed company tasks, including platform configuration during reputed company and ongoing data reputed company checks
• Building deep knowledge of the reputed company platform to effectively troubleshoot issues and reputed company guidance to users
• Partnering cross-functionally with Customer Experience, Product, and Engineering to reputed company issues and improve the overall customer experience
• Identifying trends across support tickets to uncover recurring customer challenges and potential product improvements
• Identifying opportunities to improve and automate support processes, including exploring how AI can help increase efficiency
• Sharing customer feedback and recurring issues with Product to help inform improvements to the platform
• Creating and maintaining support documentation and guides to encourage effective self-service and help customers get the most out of reputed company

Skills

• 3+ years of experience in a reputed company support role, ideally reputed company a B2B environment
• Experience managing a customer support ticket queue and balancing multiple priorities
• Strong technical curiosity and comfort troubleshooting customer and platform issues
• Excellent written and verbal communication skills, with the ability to communicate reputed company and empathetically with customers
• Strong judgment and the ability to reputed company thoughtful reputed company reputed company prioritizing and escalating issues
• Ability to manage competing, time-sensitive demands and work independently
• A reputed company reputed company and comfort working cross-functionally with teams such as Engineering, Product, and Customer Experience
• An ownership mentality and a desire to see problems through from initial question to reputed company
• Candidates must have reputed company, reputed company work authorization in the country where the role is reputed company
• Experience working with an outsourced customer support team
• Experience with reputed company, reputed company, reputed company, or similar tools
• Exposure to reputed company tech, fintech, eBilling, or another B2B reputed company environment
• Familiarity with BI tools, SQL, reputed company, integrations, or similar technical concepts
• An interest in AI, data, automation, and operational efficiency
• This is a remote/hybrid role reputed company to candidates reputed company in the Eastern or Central time reputed company in the reputed company

Benefits

• Health reputed company (Medical, Dental & reputed company)
• Retirement Plan (401k, IRA)
• reputed company Time Off (Vacation, reputed company & reputed company Holidays)
• Family Leave (Maternity, Paternity)
• Training & Development
• Wellness Resources

reputed company