Support Operations Associate

Role Summary

A Support Operations Associate is responsible for delivering exceptional customer service and managing non-technical support cases within a dynamic support team. This role involves direct communication with customers and partners, ensuring timely resolution and satisfaction. The position requires a proactive problem solver with a focus on process improvement and knowledge sharing to support the company’s customer success initiatives.

Responsibilities

• Communicate effectively with third parties, including partners and customers, regarding non-technical inquiries and support issues through oral and written channels.
• Educate and guide customers and partners on licensing, RMA submissions, orders, policies, and administrative tasks.
• Manage each customer case from initial report to resolution, ensuring a seamless support experience.
• Collaborate with technical support teams to escalate and resolve cases beyond your scope of expertise.
• Work with leadership to identify and implement process improvements in support workflows.
• Engage with Support, Product, Sales, and Operations teams to handle customer escalations and ensure customer satisfaction.
• Contribute to the development and editing of Knowledge Base articles based on accumulated knowledge and support insights.
• Maintain detailed records of support interactions and case progress.
• Prioritize tasks effectively to meet customer needs and support team objectives.
• Participate in team meetings and training to stay current on support policies and product updates.

Qualifications

• Minimum of 3 years of experience in customer support or operations within a technical or SaaS environment.
• Outstanding written and verbal communication skills in English, with the ability to clearly articulate complex matters.
• Demonstrated attention to detail and organizational skills.
• Proven ability to manage multiple cases simultaneously and prioritize effectively.
• Experience using CRM tools such as Salesforce (SFDC) or equivalent platforms.
• Strong problem-solving skills and a customer-focused mindset.
• Ability to work independently and as part of a collaborative team.
• Proactive attitude towards process improvement and knowledge sharing.
• Availability to work in a remote environment with reliable internet connectivity.
• Demonstrated pride in delivering high-quality work and continuous learning.

Publishing Pay Range: $19.00 – $21.00 Hourly
This is a fully remote role and can be performed from an approved location.