Customer Support Associate

As a Customer Support Specialist, your primary responsibility will be to proactively assist customers with prompt, friendly, and accurate solutions through various communication channels such as phone, email, chat, and social media. You will work closely with customers to understand their success metrics and areas for improvement. In addition, you will troubleshoot technical queries to identify issues and provide comprehensive information and resolutions to customers. Collaboration with other departments, including sales, technical support, and product development, will be essential to address customer needs and enhance overall satisfaction. Your role will also involve educating customers on product usage, guiding them through processes, and troubleshooting steps to ensure their satisfaction and create a WOW experience. To excel in this role, you should possess 0-3 years of experience in SaaS product support and customer success. Strong communication and interpersonal skills are crucial, as you will be required to provide timely and effective communications to customers. Additionally, you must have strong technical skills to understand and resolve technical problems efficiently. Your analytical skills will play a key role in adapting tools quickly and identifying the root causes of issues. Developing a proactive approach to deliver best-in-class support services and continuously enhancing customer engagement and satisfaction will be part of your responsibilities. Modernizing customer experience through tools, technologies, and processes to resolve customer issues and address how-to questions will be pivotal. Meeting customer SLAs by updating tickets promptly, understanding social media channels, and having experience in technical or product support roles are preferred qualifications. Proficiency in using JIRA and basic knowledge of social media support are also essential for this position. This is a full-time position with benefits including health insurance. The work schedule is during day shifts, and the work location is in person.,