Customer Success Advocate

This is a fully remote position, open to applicants in Alabama, +18 more states.

📋 Description

• Deliver front-line assistance to clients through phone, email, and live chat, providing prompt and precise guidance on ClearStar’s platforms, which include Aurora, ScreenMeNow, MIS Admin, and Gateway Tools.

• Diagnose client issues, assess service configurations, and offer clear, actionable solutions.

• Accurately and consistently document all case activities from initiation to resolution using Zendesk CRM.

• Independently manage multiple active priorities and cases while ensuring quality and thorough follow-through.

• Address client training requirements through virtual demonstrations and screen-sharing sessions via MS Teams.

• Clearly and accessibly convey technical concepts and platform functionalities to clients with varying degrees of technical understanding.

• Provide feedback on platform features, documentation, and support resources to enhance the overall client experience.

• Work collaboratively with internal teams—including Technical Services, Records & Verification, Sales, Implementation, and Account Management—to resolve cases and guarantee accurate client configurations.

• Assist with order management activities and supplier configuration updates as required.

• Engage in system testing and quality assurance for new features, platform updates, and configuration modifications.

• Contribute to the enhancement of internal processes and the development of the knowledge base.

⛳️ Requirements

• Availability to work from 11 am to 8 pm ET, Monday through Friday.

• Preferred: Associate’s degree or higher; equivalent combinations of education and experience will be considered.

• 1–2 years of experience in client service, support, or helpdesk roles within a technology-oriented environment.

• Knowledge of CRM and ticketing systems; experience with Zendesk is preferred.

• Proficient in Microsoft Office Suite and online collaboration tools.

• Excellent written and verbal communication skills, including professional etiquette for phone and virtual platforms.

• Proven capability to handle multiple priorities and work independently with minimal supervision.

• Strong attention to detail and accuracy in documentation, case management, and data entry.

• Ability to articulate technical concepts in a clear, user-friendly manner to non-technical individuals.

• A reliable high-speed internet connection is required; cable or fiber preferred, with a minimum of 75 Mbps download and 10 Mbps upload speeds.

• A dedicated home office space that is quiet, secure, and free from distractions during working hours is necessary.

• A physical U.S. address is required for equipment delivery (no PO boxes).

🏝️ Benefits

• Paid healthcare and life insurance premiums.

• Affordable dental and vision insurance.

• Company-paid basic life insurance.

• Company-sponsored Short-Term Disability policy.

• Employee assistance program.

• 401(k) matching up to 4%.

• Paid time off.

• Nine company-paid holidays.

• Two additional days of paid time off for volunteer activities.