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Customer Support Associate

Remote:

Full Remote

Contract:

Full time

Experience:

Mid-level (2-5 years)

Work from:

United States

Offer summary

Qualifications:

Proven experience in Customer Support, Familiarity with help desk software, Strong technical skills, Excellent English communication skills, Start-up experience preferred.

Key responsabilities:

Resolve customer queries promptly
Guide users through product features
Analyze and report product malfunctions
Monitor social media for customer complaints
Gather feedback for team improvement

Intellect SME https://www.intellect.com/

51 - 200 Employees

See more Intellect offers

Job description

We are looking for a Customer Support Associate to assist our customers with technical problems and other general concerns when using our products and services. Customer Support Associate responsibilities include resolving customer queries, recommending solutions, guiding product users through features and functionalities, and other associated duties. To be successful in this role, you should be a self-starter and an excellent communicator who’s able to earn our clients’ trust.
Ultimately, you will help establish our reputation as a company that offers excellent customer support.

Respond to customer queries in a timely and accurate way, via email and chat
Identify customer needs and help customers use specific features
Analyze and report product malfunctions (for example, by testing different scenarios or impersonating users)
Update our internal databases with information about technical issues and useful discussions with customers
Monitor customer complaints on social media and reach out to provide assistance
Share feature requests and effective workarounds with team members
Inform customers about new features and functionalities
Follow up with customers to ensure their technical issues are resolved
Liaise with other team members for technical issues
Gather customer feedback and share with our Product, Sales and Marketing teams
Provide an excellent level of customer support
Complete any other duties as associated with customer support

Requirements

Proven work experience in Customer Support Specialist or similar CS role
Experience using help desk software and remote support tools
Excellent English communication and problem-solving skills
Strong technical skills
Multi-tasking abilities
Highly collaborative
Patience when handling tough cases
Familiarity with our industry is a plus
Start up experience is preferred
Willing to work weekend shifts

Benefits

Work in a diverse environment with people from over 10 countries
A generous leave policy
Work flexibility
Medical coverage
Annual Wage Supplement (Bonus)
Christmas Leave (The team takes the whole Christmas week off separate from our leave policy)
Birthday Leave (1 day)
Holidays off
Quarterly mental health day off
Mental health benefits (Premium access to our app!)
Work-life balance and employee wellness
Regular social events where we have non work-related fun