Customer Support Specialist, Infinity
New
J
JobgetherFinancial Software
Based in United States, 9:00 a.m. to 5:00 p.m. Pacific Time (PST)Full-TimeMiddle
Salary not disclosed
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Job Details
- Experience
- At least 2 years of experience in technical customer support
- Required Skills
- Microsoft OfficeAnalytical SkillsProblem SolvingCustomer serviceTroubleshootingTechnical support
Requirements
- At least 2 years of experience in technical customer support, ideally within a startup, scale-up, or other fast-paced environment.
- Strong service-oriented and solution-focused approach, with the initiative and autonomy to investigate and resolve customer issues independently.
- Availability to work from 9:00 a.m. to 5:00 p.m. Pacific Time (PST).
- Proficiency with Microsoft Office, databases, and remote access tools.
- Ability to quickly learn new technologies, software releases, and product functionality.
- Comfortable working with emerging support technologies such as chatbots, automated ticketing platforms, and AI-enhanced help desk systems.
- Strong analytical, critical-thinking, problem-solving, organizational, and attention-to-detail skills.
- Ability to identify patterns, reference previous resolutions, and build on existing documentation when troubleshooting issues.
- Excellent verbal and written communication skills, with the ability to build trust and maintain strong customer relationships.
- Ability to explain technical information clearly to non-technical audiences and communicate confidently with customers at different levels.
- Strong collaboration skills and the ability to work effectively within a fully remote team.
- Responsive, professional, and able to exercise sound judgment while maintaining appropriate tone, timing, and clarity in customer interactions.
Responsibilities
- Manage incoming customer support requests across phone, chat, and email, triaging inquiries, creating tickets when necessary, and ensuring issues are resolved efficiently.
- Provide professional and accurate assistance on a wide range of requests, from password resets and functionality questions to more complex technical issues.
- Deliver real-time customer support and maintain consistent follow-up to ensure timely resolution and a positive client experience.
- Research complex issues thoroughly by reviewing historical data, previous tickets, internal documentation, and available team knowledge to identify effective solutions.
- Collaborate closely with Developers, Business Analysts, and other internal stakeholders to investigate issues and develop client-focused resolutions.
- Participate actively in team meetings, training sessions, webinars, and knowledge-sharing activities.
- Gather and communicate client feedback and enhancement requests to Product and Development teams.
- Support customers through product updates and new releases by providing guidance and training on new functionality.
- Contribute to continuous learning, documentation, knowledge sharing, and improvements to support processes and workflows.
- Adapt to evolving support technologies, including automated ticketing systems, chatbots, and AI-enhanced help desk tools.
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