Customer Support Associate (Remote)

The Role

As a Technical Support Agent, you will be responsible for providing technical assistance to our customers in a fast-paced and dynamic environment. You will be responsible for identifying, troubleshooting, and resolving technical issues related to our products and services.

To be successful in this role, you should have excellent communication and interpersonal skills, as you will be interacting with customers via phone, email, and chat. You should also have strong technical skills and knowledge of software troubleshooting, allowing you to diagnose and solve technical issues quickly and effectively.

You will work closely with cross-functional teams to ensure customer issues are resolved quickly and efficiently. Your ability to document customer interactions and technical solutions will be essential to maintain accurate records of customer interactions.

The ideal candidate should be able to work independently, prioritize tasks, and manage multiple tasks in a fast-paced environment. Additionally, you should be familiar with customer support systems to provide accurate and efficient technical support to our customers.

In this role, you will have the opportunity to work with a dynamic team and contribute to the success of our company. Your ability to provide exceptional technical support and customer service will be critical to ensuring a positive customer experience.

What You’ll Do

• Provide prompt and effective technical support to customers via email
• Troubleshoot and resolve technical issues related to our products and services.
• Identify and escalate complex issues to the appropriate team or department.
• Document customer interactions and technical solutions in our customer support system.
• Collaborate with cross-functional teams to identify and resolve technical issues.
• Keep up-to-date. with product knowledge and changes to ensure accurate support and troubleshooting.
• Follow up with customers to ensure their issues have been resolved to their satisfaction.

What You’ll Need

• High school diploma or equivalent
• Proven experience in technical support or a similar role. Experience working in a SaaS organization is highly preferred.
• Strong technical skills and knowledge of Studio Designer software and hardware troubleshooting
• Excellent communication and interpersonal skills
• Ability to work independently and as part of a team
• Strong problem-solving and critical thinking skills
• Ability to prioritize and manage multiple tasks in a fast-paced environment
• Experience with the Microsoft 365 suite

What You’ll Ideally Have

• Associate or bachelor's degree in a technical field
• Familiarity with customer support systems such as Salesforce, Zendesk, HubSpot, or Freshdesk
• Experience with remote communication tools such as Slack, Zoom, and SharePoint