Customer Support Associate

 

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.

Organization AimHire
Industry Customer Service / Tele Marketing / Tele Sales
Occupational Category Customer Support Associate
Job Location Dublin,Ireland
Shift Type Morning
Job Type Full Time
Gender No Preference
Career Level Intermediate
Experience 2 Years
Posted at 2025-03-13 8:27 pm
Expires on 2025-04-27