Job Description

This is an entry-level, post-sale technical support role on the Product Support team, focused on first-response support, case understanding, triage, and analysis. The role follows established procedures to gather information, remove ambiguity, and ensure issues are comprehensively understood before resolution or passing on to the next tier. You will manage inbound support tickets and calls while delivering consistently high-quality, empathetic support to institutional administrators, faculty, and staff. You will use strong cognitive and analytical skills to manage complexity, learn from prior cases, and gradually build diagnostic expertise across Interfolio & Pure’s suite of products. The role requires balancing speed with methodical work, proactively identifying solutions, and collaborating cross-functionally to improve products and processes.

Job Accountabilities:

• Provide initial technical support and handle routine post-sale support assignments
• Perform case intake, triage, and analysis to fully understand reported issues
• Collect and condense evidence from clients (logs, steps to reproduce, screenshots, clarifying questions)
• Remove ambiguity by asking effective clarifying questions and reproducing issues when possible
• Consult documentation, internal resources, and prior cases to research and diagnose issues
• Summarize complex cases clearly and outline likely root causes for escalation to next-tier support
• Triage and resolve support cases from institutional administrators, faculty, and staff
• Maintain friendly, empathetic, and professional communication, including during high-escalation scenarios
• Work cross-functionally with Product Support, Engineering, Product, and other internal teams
• Proactively look for solutions and propose improvements to support workflows and customer experience

Job Qualifications:

• Bachelor’s degree or equivalent in any field or at least 2 years completed (with no back subjects/incomplete units)
• At least 1-2 years BPO experience (Customer Service-Technical Support)
• Above average to Excellent Communication skills
• Experience in SAS, Salesforce, Jira and Zendesk is an advantage.
• Ability to quickly learn and apply enterprise AI tools and technologies to support technical workflows and business objectives
• Entry-level experience in support, service, IT, information management, technical writing, or similar fields
• Strong critical thinking, analytical, and troubleshooting skills
• Ability to follow procedures while thinking beyond scripts when needed
• Technical curiosity and ability to learn complex platforms and systems
• Excellent organization, time management, and interpersonal skills
• Very strong written and verbal English communication skills
• Ability to manage complexity and work methodically in a fast-paced environment
• Tenacious, proactive approach to solving product, process, and customer challenges
• Intercultural experience is a plus
• Must be in current role for 1 year.
• Must not have received any Disciplinary Action within the past 12 months.
• Must not be enrolled in any Performance Improvement Plan (PIP) for the last 12 months.
• Must not have any Attendance and Punctuality issues in the past 12 months.
• Must have a successful or above rating in the last Enabling Performance cycle

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