Customer Support Specialist

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

📋 Description

• Oversee incoming support requests and prioritize emails and calls

• Generate tickets as necessary and resolve customer inquiries promptly

• Address issues ranging from password resets to questions about functionality

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

• Consistently follow up to ensure resolution of issues and client satisfaction

• Investigate and document solutions to intricate problems utilizing historical data, past tickets, and knowledge from the internal team

• Work in collaboration with Developers and Business Analysts to create client-centered solutions

• Share insights in group communication channels

• Engage in team meetings, training sessions, and webinars

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

• Train clients on newly released features

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

• Manage a portfolio of 20 to 40 clients across the United States and Canada

⛳️ Requirements

• Minimum of 2 years of experience in technical customer support

• Experience preferred 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 technologies

• Ability to swiftly learn new releases, functionalities, tools, chatbots, automated ticketing systems, and AI-powered help desk platforms

• Analytical, detail-oriented, and client-centric mindset

• Strong critical thinking, problem-solving, and organizational abilities

• Capacity to identify trends, refer to previous resolutions, and expand upon existing documentation

• Exceptional verbal and written communication skills

• Ability to convert technical instructions for non-technical audiences

• Capability to collaborate effectively in a virtual setting

• Responsiveness, sound judgment, and awareness of tone, timing, and clarity

• Respect for diverse perspectives and commitment to inclusivity

🏝️ Benefits

• Fully remote position

• Opportunities for continuous learning, internal mobility, and career advancement within Infinity, Aquila, or another business line

• Support for coaching and career development

• Virtual interview process

• Accommodations available upon request for candidates with disabilities

• Mission-driven, collaborative remote work environment

• High performance and dedication are recognized and rewarded

• Freedom to be innovative and inquisitive