Description:
As a Customer Support Associate, you will be the first point of contact for customer inquiries, providing a world-class customer service experience. This role requires a proactive, problem-solving mindset to manage support tickets, assist with customer success initiatives, and contribute to product documentation and user adoption.
Key Responsibilities:
- Serve as the first point of contact for customer inquiries, ensuring a high-quality customer experience.
- Manage and resolve support tickets efficiently, escalating when necessary.
- Create and maintain product documentation, including user guides, videos, and in-app support content.
- Proactively identify ways to enhance user experience, adoption, and overall customer satisfaction.
- Track customer health metrics and identify potential risks to account retention.
- Assist in coordinating customer check-ins, business reviews, and follow-ups.
- Educate customers on available resources, including knowledge bases, webinars, and support channels.
- Gather and document customer feedback to help improve products and services.
- Perform administrative tasks related to customer accounts, such as updates and request processing.
- Support the Customer Success team with additional tasks and projects as needed.
Requirements:
- 1-2 years of experience in customer support, customer success, or a related role, ideally within a SaaS or tech environment.
- Familiarity with customer success, SaaS support, and training processes.
- Passion for learning software and emerging technologies.
- Experience with or ability to learn tools such as Microsoft Office Suite (Excel, Visio), Salesforce, Jira, NetSuite, and other SaaS platforms.
- Strong analytical skills to understand business operations and configure software applications effectively.
- Excellent communication and customer service skills.
- Ability to learn and apply technical frameworks, systems, and applications.
- Strong organizational, troubleshooting, and analytical skills.
- Ability to interpret and communicate complex technical and non-technical information.
- Adaptability to navigate uncertainty, prioritize tasks, and manage time effectively.
- Creative mindset with initiative to improve and build new processes.
- Bachelor’s degree in Business or a related field preferred, or equivalent experience.