Customer Support Associate

We are seeking a dedicated, empathetic, and solutions-oriented Customer Support Associate to join our customer experience team. In this role, you will be the primary point of contact for our customers, assisting them with inquiries, troubleshooting issues, and guiding them through our services. You will play a critical role in maintaining high customer satisfaction, building brand loyalty, and ensuring every customer has a positive experience.

The ideal candidate is an excellent communicator, a quick learner, and someone who thrives in a fast-paced environment while managing multiple customer channels.

Key Responsibilities

• Customer Interaction: Respond to customer inquiries promptly and professionally across multiple channels, including inbound phone calls, live chat, and email tickets.
• Issue Resolution: Diagnose, troubleshoot, and resolve customer issues accurately, escalating complex technical problems to senior tiers or engineering teams when necessary.
• Product Knowledge: Maintain a deep understanding of our products, services, policies, and workflows to provide accurate guidance and resolve inquiries on the first contact.
• Documentation & Tracking: Document all customer interactions, feedback, and issue details thoroughly and accurately within our Customer Relationship Management (CRM) platform.
• Feedback Loop: Identify recurring customer issues or pain points and communicate them to the product and operations teams to help improve the overall user experience.
• Performance Metrics: Meet or exceed established team performance goals, including first-response time, customer satisfaction (CSAT) scores, and resolution rates.

Required Skills and Qualifications

• Experience: Proven experience in a customer service, customer support, call center, or client-facing role.
• Communication Skills: Exceptional verbal and written communication skills with a strong ability to practice active listening and express empathy.
• Technical Aptitude: Comfort learning new software applications quickly; familiarity with standard office software and basic typing proficiency.
• Problem-Solving: Strong critical thinking and troubleshooting skills, with the ability to remain calm and professional under pressure.
• Multi-Tasking: Ability to navigate multiple software tabs, tools, and chat screens simultaneously while interacting with customers.

Preferred Qualifications

• Experience using customer support ticketing systems or CRM platforms (such as Zendesk, Salesforce Service Cloud, Freshdesk, or HubSpot).
• Prior experience handling live chat support or high-volume email queues alongside phone interactions.
• Familiarity with basic troubleshooting methodologies or technical support concepts.

Pay: $21.00 - $26.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Life insurance

Work Location: In person