Customer Associate at Mindtech

Customer Associate

Mindtech is your gateway to exciting and impactful tech projects. We specialize in end-to-end software outsourcing, linking Latin American talent with global opportunities. Our fast, cost-effective approach ensures that our clients receive exceptional service and innovative solutions. With a diverse team of over 70 skilled professionals across Latin America and the US, we are committed to delivering software that drives success.

Position Overview:
As a Customer Associate, you will play a key role in supporting customer research initiatives, ensuring seamless execution of studies, and delivering insights that improve digital experiences. You will collaborate closely with internal teams and customers, ensuring their research needs are met efficiently and effectively.

Key Responsibilities:

• Understand our platform to effectively identify research opportunities and isolate the correct audiences for each
• Serve as the primary contact for customer inquiries, providing timely and accurate support via email, chat, and other communication channels.
• Coordinate survey launches with partners and monitor progress for timely delivery
• Collaborate with internal teams, troubleshoot issues, and implement necessary changes
• Troubleshoot technical and usability issues, collaborating with internal teams to resolve customer concerns efficiently.
• Assist customers in navigating our platform, ensuring they maximize its features and capabilities.
• Document common customer issues and contribute to knowledge base resources to improve self-service options.
• Gather customer feedback and collaborate with product and engineering teams to enhance platform functionality and user experience.
• Monitor support trends and proactively suggest improvements to the customer support process.

Desired Skills & Qualifications:

• 2-3years in a Customer Support role, preferably in the digital space
• Innovative thinking - “how can we” attitude
• Experience in a startup environment is a plus, as it demonstrates adaptability, problem-solving skills, and the ability to thrive in a fast-paced, dynamic setting.
• Strong problem-solving skills and the ability to communicate technical concepts to non-technical users.
• Experience with support ticketing systems, CRM tools, and knowledge base management. Example: Hubspot, Freshdesk, Salesforce, Guru, Notion
• Proven ability to develop positive relationships and effectively coordinate with cross-functional teams; develop and communicate creative, diplomatic solutions to problems; manage competing priorities on a daily basis with the following teams of Product Management, Engineering, Sales and Customer Success
• Passion for customer experience and a proactive approach to solving customer challenges.
• Self-motivated, and possess a strong sense of responsibility and initiative
• Advanced English proficiency