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Customer Support Associate

Posted 1 day agoViewed

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💎 Seniority level: Junior, 2-3 years

📍 Location: United States

🔍 Industry: AI-powered digital experiences

🏢 Company: WEVO👥 11-50💰 $3,500,000 Seed about 3 years agoArtificial Intelligence (AI)UX DesignPredictive AnalyticsMachine LearningEnterprise SoftwareWeb Design

⏳ Experience: 2-3 years

🪄 Skills: Data AnalysisCommunication SkillsAnalytical SkillsCustomer serviceWritten communicationProblem-solving skillsTroubleshootingJSONTechnical supportCRMData managementCustomer supportCustomer Success

Requirements:
  • 2-3years in Customer Support role, preferably in the digital space
  • Experience with data manipulation for data cleaning, transformation, and analysis, combined with the ability to identify and resolve discrepancies, anomalies, and incomplete data to ensure dataset accuracy.
  • Strong analytical mindset, keen attention to detail, and robust problem-solving skills.
  • Ability to communicate technical concepts to non-technical users.
  • Experience with support ticketing systems, CRM tools, and knowledge base management.
  • 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.
Responsibilities:
  • Understand the WEVO platform to effectively identify research opportunities and isolate the correct audiences for each
  • Clean and groom data by identifying discrepancies, anomalies, and incomplete information, ensuring the accuracy and integrity of datasets for effective analysis and fraud detection efforts.
  • 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 the WEVO 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.
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