Job Description
Customer Support Associate
As the Customer Support Associate, you aim to deliver a delightful member experience for our customers. You will be responsible for handling all inbound customer support inquiries, which includes management of ticket life-cycle, from initial triaging to providing effective and timely resolutions. Additionally, the Customer Support Associate will work alongside the customer success and technical operations teams to ensure seamless implementations and maintain deployment health. This is a full-time, remote position.
Core Responsibilities
- Handle inbound inquiries and issues from customers through various support channels (email, chat)
- Become an expert on our product in order to provide accurate solutions for our customers
- Devise creative solutions to problems and escalate critical support tickets to relevant development teams when appropriate
- Resolve issues within agreed upon service level agreements
- Track tickets and pinpoint root causes to identify trends in client issues
- Report support ticket trends to relevant teams and develop plan to address recurring pain points
- Assess need for internal monitors to proactively identify product and data issues
- Ensure ticketing management system automations are aligned with our internal and agreed upon policies
- Develop, maintain, and own internal customer support troubleshooting knowledge base
- Create and maintain in-app guides, messaging, and new feature alerts
- Assist with customer onboarding and training
- Conduct product office-hours for existing customers
- Work alongside the technical operations team and assist with initial data validation
Basic Requirements
- A minimum of 1 year of customer support experience in a technical environment or equivalent experience
- At least 1 year of experience working cross-functionally (sales, customer success, R&D)
- Experience managing ticket life-cycle via ticketing systems (e.g. Zendesk)
- Experience providing end-user onboarding and training support
