Customer Experience Associate

This is a fully remote position, open to applicants in United States.

📋 Description

• Address incoming customer inquiries through phone, email, and live chat.

• Diagnose software and hardware interactions to determine root causes and implement sustainable solutions.

• Collaborate with Product, Engineering, Sales, and Customer Success teams on intricate escalations.

• Manage a personal support queue and oversee ongoing cases, providing timely updates to stakeholders.

• Create and revise articles for the Customer Help Center to enhance self-service resources and minimize repeat ticket volume.

• Work weekend shifts to meet operational requirements.

⛳️ Requirements

• Proven track record in customer-facing positions.

• Background in technical support, hospitality, or public safety dispatching is highly beneficial.

• Proficient in troubleshooting software and hardware problems.

• Capable of clearly explaining technical solutions to non-technical users.

• Excellent written and verbal communication skills across email, phone, and live chat.

• Ability to independently manage competing priorities in a fast-paced environment.

• Must be willing to work on weekends.

• Familiarity with Salesforce or Jira is advantageous.

• Must have legal authorization to work in the United States.

• Must be able to fulfill Criminal Justice Information Services (CJIS) certification requirements if applicable.

🏝️ Benefits

• Equity.

• Remote work opportunities.

• Equal employment opportunity.

• Support for interview accommodations for individuals with disabilities.