Customer Support Associate

1 to 3 years experience as a Customer Support Specialist or similar CS role. Fluent in English both verbal and written. Must have Phone Support experience. Must have experience using help desk software and remote support tools. Must be willing to work following the US time zone. Must have a high-speed and stable primary and backup internet connection (at least 50 Mbps). Willing to attend occasional in-person meetings in Metro Manila.

Be the primary point of contact for customers via phone, email, and chat. Address customer issues and requests related to products. Respond to customer needs with a median first response time of less than one minute. Resolve issues in fewer than 24 hours and maintain a CSAT score of 95%. Escalate issues to teammates and the engineering team. Maintain a positive, empathetic, and professional attitude toward customers. Proactively check in with clients until the issue is resolved. Participate in company growth initiatives like training junior representatives, product testing, and recommending new products. Partner with the Success team to set up clients and make modifications. Build and update customer and internal knowledge bases by writing articles and recording video walkthroughs.