Customer Support Associate
NewInactive
D
DotmaticsScientific software
Remote - USAFull-TimeSenior
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Job Details
- Experience
- 5+ years of customer support, customer success, or account management experience in a software environment.
- Required Skills
- Written communicationCustomer SuccessZendeskAccount ManagementCustomer support
Requirements
- Have 5+ years of customer support, customer success, or account management experience in a software environment.
- Have hands-on experience with Zendesk or a comparable support or ticketing platform.
- Demonstrate the ability to manage customer cases end-to-end.
- Communicate clearly in writing throughout customer cases.
- Bring a background in sales support, account management, or customer success and a track record of building lasting customer relationships.
- Have experience supporting technical or scientific software products, or be able to learn product and feature use cases quickly.
- Demonstrate reliable availability and proactive communication in a remote team and helpdesk environment.
- Work effectively with distributed teammates and maintain alignment and engagement without close management.
- Be comfortable working through change and helping establish processes.
- Work a fixed shift with agreed-upon hours and maintain proactive communication and clear handoffs.
Responsibilities
- Own incoming and escalated support cases, including product troubleshooting, license transfers, account setup, software installation and activation, quoting, and order processing.
- Partner with Sales on compliance, quoting, and order processing for key accounts when applicable.
- Coordinate with Finance, DevOps, Product, and Quality Assurance to resolve technical and account-level issues.
- Write clear responses to complex customer situations and work with the team to determine the best path to resolution.
- Lead projects related to payment collections, customer intelligence, account data hygiene, and content campaigns.
- Track customer account and engagement health, using CSAT as a primary measure of success.
- Maintain customer engagement against monthly and quarterly targets where applicable.
- Share customer feedback and product gaps with Product to inform roadmap priorities.
- Partner with QA on feature testing, bug reproduction, and communication about complex issues.
- Work with support partners and scientific subject-matter experts to improve support, training, and knowledge-base content.