Customer Support Specialist

This is a fully remote position, open to applicants in United States, +2 more locations.

📋 Description

• Oversee incoming support inquiries and prioritize emails and phone calls.

• Generate tickets as necessary and resolve issues promptly.

• Handle a variety of concerns, including password resets and functionality inquiries.

• Deliver real-time support through phone, chat, and email channels.

• Ensure consistent follow-up to achieve resolution and maintain client satisfaction.

• Investigate and document solutions for complex issues using historical data, closed tickets, and insights from the internal team.

• Work collaboratively with Developers and Business Analysts to deliver client-centric solutions.

• Engage in group communication platforms, participate in team meetings, training sessions, and webinars.

• Collect client feedback and relay enhancement requests to the Product and Development teams.

• Educate clients on new product releases.

• Contribute to ongoing learning, knowledge sharing, and process enhancement.

⛳️ Requirements

• Minimum of 2 years of experience in technical customer support.

• Ideally, experience in a startup or rapidly growing environment.

• Availability to work from 9:00 a.m. to 5:00 p.m. Pacific Time (PST).

• Proficient in Microsoft Office, databases, and remote access tools.

• Quick learner of new tools, releases, and functionalities.

• Ability to understand and adapt to chatbots, automated ticketing systems, and AI-driven help desk platforms.

• Strong analytical, detail-oriented, client-focused, critical-thinking, problem-solving, and organizational skills.

• Exceptional verbal and written communication abilities.

• Capability to convey technical information to non-technical audiences.

• Effective collaboration skills within a virtual setting.

• Sound judgment and responsiveness.

• Appreciation for diverse perspectives and a commitment to inclusivity.

🏝️ Benefits

• Fully remote position.

• Opportunities for continuous learning, internal mobility, and career advancement within Infinity, Aquila, or other business lines.

• Support for coaching and career development.

• Collaborative remote work environment.

• Virtual interview process.

• Accommodations available upon request for candidates participating in all stages of the selection process.