Customer Support Specialist

New

Infinity SoftwareFinTech Lending

Within the United States or Canada, 9am - 5pm PSTFull-TimeMiddle

Salary not disclosed

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Job Details

Experience: 2+ years
Required Skills: Microsoft OfficeAnalytical SkillsCustomer SuccessTroubleshootingTechnical support

2+ years of experience in technical customer support, ideally in a startup or high-growth environment.
Proficiency with Microsoft Office, databases, and remote access tools.
Ability to quickly learn and adapt to new technologies including chatbots, automated ticketing systems, and AI-enhanced help desk platforms.
Strong analytical, detail-oriented, and critical thinking skills to identify patterns and build upon existing documentation.
Excellent verbal and written communication skills with the ability to translate technical guidance for non-technical audiences.
Ability to work from 9:00 a.m. to 5:00 p.m. Pacific Time (PST).
Demonstrated service-oriented and solution-oriented approach to problem-solving.
Capacity to thrive in a fast-paced virtual environment with autonomy and initiative.

Manage incoming support requests, triage emails and calls, create tickets when needed, and resolve issues efficiently.
Address client inquiries ranging from password resets to functionality questions with professionalism and accuracy.
Provide real-time assistance via phone, chat, and email, following up consistently to ensure resolution and client satisfaction.
Research and document solutions for complex issues by reviewing historical data, past closed tickets, and leveraging internal team knowledge.
Collaborate with Developers and Business Analysts to contribute to efficient, client-focused solutions.
Gather client feedback and communicate enhancement requests to Product and Development teams.
Train clients on new software releases and participate in team meetings, training sessions, and webinars.

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