Digital Customer Support Associate
New
United StatesFull-TimeMiddle
Salary not disclosed
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Job Details
- Experience
- 2 years
- Required Skills
- Communication SkillsProblem SolvingTroubleshootingTechnical supportCustomer support
Requirements
- High school diploma or GED required; additional education or relevant certifications are a plus.
- Minimum of 2 years of experience in customer support, technical support, or a related service desk environment.
- Strong troubleshooting and problem-solving skills with the ability to work through structured support workflows.
- Excellent verbal and written communication skills with a strong customer service mindset.
- Ability to manage multiple requests simultaneously while maintaining attention to detail and accuracy.
- Familiarity with ticketing systems, support procedures, and knowledge base usage.
- Strong organizational skills and ability to prioritize tasks based on urgency and impact.
- Ability to remain calm and effective when handling critical or high-impact incidents.
Responsibilities
- Provide first-line technical and functional support to users via phone, email, and digital ticketing systems for enterprise customer-facing portals.
- Log, document, and track all customer interactions and incidents with accuracy, ensuring proper detail capture in ticketing systems.
- Assess issue severity and prioritize requests based on defined service standards and business impact.
- Troubleshoot and resolve issues using documented solutions, knowledge base articles, and established procedures.
- Escalate complex issues to second-level support teams and ensure appropriate follow-up through resolution.
- Communicate system outages, updates, and service disruptions to users through approved communication channels.
- Collaborate with internal departments to support issue resolution and contribute to continuous improvement of support processes and documentation.
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