Support Team Associate

3+ years of experience in customer support, success, and / or implementation. Experience with estate planning, financial services, or legal services is strongly preferred. Demonstrated ability to adapt and lead in a high growth environment. Able to build customer rapport and maintain a friendly, thoughtful atmosphere. Able to address escalated client issues with speed and urgency. Strong communication skills (written & verbal). Able to be flexible and agile in responding to evolving business priorities. Able to collaborate across the organization. Able to learn new technologies and communicate concepts to customers. Bachelor's Degree or equivalent years of experience.

Respond to client support issues via phone, email, and live chat. Diagnose, resolve, and escalate client support tickets. Support escalation of user or partner issues and coordinate resources. Investigate and manage issues outside documented occurrences. Assist in creating and maintaining Knowledge Base / FAQ documentation. Contribute to the improvement of AI support systems. Communicate effectively and track support tickets using tools like Intercom and SalesForce. Display organization and attention to detail.