Customer support associate

We are seeking a self-motivated and customer-focused Customer Support Associate. In this role, you will provide technical and business support to clients, assist with onboarding, support our portal and integrations, and help ensure a seamless customer experience.

The ideal candidate combines strong communication skills with technical troubleshooting and problem-solving abilities. You will work closely with customers through email and phone support, diagnose and resolve issues, and proactively identify opportunities to improve the overall customer experience.

Key Responsibilities

• Support clients with the use of the company portal, integrations, and related systems.
• Develop a strong understanding of the company's Self-Determination Program and its business processes.
• Assist with onboarding new clients and help ensure a smooth implementation experience.
• Respond promptly and professionally to customer inquiries through email and phone.
• Troubleshoot and resolve technical and customer-related issues effectively.
• Investigate issues, identify root causes, and provide clear and practical solutions.
• Maintain clear and timely communication with customers and internal team members.
• Work independently while escalating complex issues when necessary.
• Identify recurring customer concerns and recommend improvements to enhance customer satisfaction and support processes.

Excellent written and verbal communication skills. Previous experience in technical customer support, customer support engineering, or a similar role is preferred. Strong troubleshooting, problem-solving, and critical-thinking skills. Ability to understand and explain technical information clearly to non-technical customers. Comfortable providing support through both email and phone. Strong attention to detail and ability to manage multiple customer inquiries effectively. Self-motivated, proactive, and able to work independently in a remote environment. Ability to learn new systems, tools, and business processes quickly. Experience supporting portals, software platforms, integrations, or similar technical products is an advantage.

Minimum Technical and Work Environment Requirements:

Internet Connection:

• Primary internet connection with a minimum speed of 15 Mbps.
• Backup internet connection with at least 10 Mbps.
• Backup connection must be capable of supporting work during a power outage.

Primary Device:

• Desktop or laptop equipped with at least:
• Intel Core i5 (8th generation or newer), Intel Core i3 (10th generation or newer), AMD Ryzen 5, or an equivalent processor.
• A minimum of 8 GB RAM.

Backup Device:

• Must meet or exceed the performance of an Intel Core i3 processor.
• Must be functional during power interruptions.
• A functioning webcam.
• A noise-canceling USB headset.
• A quiet, dedicated home office space.

Peripherals and Workspace:

• A smartphone for communication and verification purposes.

Join Our Dynamic Team: Experience our fun, inclusive, innovative culture that values your unique contributions and supports your professional growth. Embrace the Opportunities: Seize daily chances to learn, innovate, and excel. Make a real impact in your field. Limitless Career Growth: Unlock a world of possibilities and resources to propel your career forward. Fast-Paced Thrills: Thrive in a high-energy, engaging atmosphere. Embrace challenges and reap stimulating rewards. Flexibility, Your Way: Embrace the freedom to work from home or any location of your choice. Create your ideal work environment. Work-Life Balance at Its Best: Say goodbye to stressful commutes and hello to quality time with loved ones. Achieve a healthy work-life integration to perform at your best.