Customer Support Associate
New
P
PERSUITSaaS / B2B
This is a remote/hybrid role open to candidates based in the Eastern or Central time zones in the United States, Eastern or Central time zones in the United StatesFull-TimeMiddle
Salary not disclosed
Apply NowOpens the employer's application page
Job Details
- Experience
- 3+ years
- Required Skills
- SQLJiraRESTful APIsSaaSSlackZendeskCustomer support
Requirements
- 3+ years of experience in a SaaS support role, ideally within a B2B environment.
- Experience managing a customer support ticket queue and balancing multiple priorities.
- Strong technical curiosity and comfort troubleshooting customer and platform issues.
- Excellent written and verbal communication skills.
- Strong judgment and the ability to make thoughtful decisions when prioritizing and escalating issues.
- Ability to manage competing, time-sensitive demands and work independently.
- Collaborative mindset with comfort working cross-functionally with Engineering, Product, and Customer Experience teams.
- Ownership mentality and a desire to see problems through from initial question to resolution.
Responsibilities
- Manage and resolve customer support requests, providing thoughtful, timely, and high-quality support.
- Work directly with users through resolution, managing expectations with empathy and clear communication.
- Troubleshoot customer issues and determine when additional technical support or escalation is needed.
- Partner with Engineering to track escalations and bugs through to resolution while keeping users and internal stakeholders informed.
- Support the broader Customer Experience team with technical and configuration-related tasks, including platform configuration during onboarding.
- Identify trends across support tickets to uncover recurring customer challenges and potential product improvements.
- Create and maintain support documentation and guides to encourage effective self-service.
View Full Description & ApplyYou'll be redirected to the employer's site
