Client Support Associate

Role Overview

• Manage Support requests through email, phone, and chat channels
• Conduct troubleshooting calls, chats, and emails
• Interface with Product/Engineering to meet user needs
• Maintain Knowledge Base (Help Center) to empower self-service UX
• Report on user interaction data from Support tools (Zendesk)
• Recommend software and process improvements to users
• Track client issues and resolutions
• Ensure high levels of Customer Satisfaction with every conversation
• Deliver white glove service to each client

Requirements

• 1-2 years work experience in support role
• Prior knowledge about customer support and help desk industry preferred
• Ability to manage and assign priority to urgent tasks
• Excellent clarity in communication and telephone/email etiquette
• A knack for developing rapport and appropriately employing empathy
• Love of data and experience using it for informed process change
• Proactive at resolving issues and with high energy and technical acumen
• Proficiency with Zendesk or related help desk software preferred

Benefits

• Competitive salaries
• Retirement accounts
• Equity packages
• Comprehensive benefits packages that align with regional requirements