Customer Support Associate
New
CanadaFull-TimeMiddle
Salary not disclosed
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Job Details
- Experience
- 5+ years
- Required Skills
- Problem SolvingAccount ManagementCustomer supportCustomer SuccessZendesk
Requirements
- 5+ years of experience in customer support, customer success, or account management within a software environment.
- Hands-on experience using Zendesk or similar ticketing/support platforms.
- Strong ability to manage complex customer cases end-to-end with excellent written and verbal communication skills.
- Experience working with technical or scientific software products, or ability to quickly learn complex technical domains.
- Proven ability to work effectively in remote, distributed teams with strong ownership and proactive communication.
- Background in customer-facing roles such as sales support, account management, or technical support is highly valued.
- Strong problem-solving skills and comfort working in evolving, fast-changing environments.
Responsibilities
- Manage and resolve customer support cases end-to-end, including technical troubleshooting, account setup, licensing, installation, and order-related requests.
- Handle escalated issues requiring deeper investigation, judgment, and cross-functional coordination.
- Collaborate with Sales, Finance, DevOps, Product, and QA teams to ensure timely and complete issue resolution.
- Maintain high-quality written communication with customers throughout the support lifecycle, ensuring clarity and professionalism.
- Support customer success activities such as account health monitoring, CSAT tracking, and engagement improvement initiatives.
- Contribute to process improvement, knowledge base development, and identification of recurring product or workflow issues.
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