Digital Customer Support Associate

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

📋 Description

• Offer support via telephone, email, and web submissions for the organization’s customer-facing platforms.

• Act as the primary contact for users of the portal.

• Provide outstanding customer service, troubleshooting, and technical assistance to users.

• Handle customer calls and communications with professionalism.

• Accurately document inquiries and concerns raised by customers.

• Log details of incidents or requests along with actions taken in the ticketing system.

• Evaluate the impact and urgency of issues and prioritize them according to established standards.

• Strive for first-contact resolution by utilizing documented solutions or alternative methods.

• Respond to customer inquiries and offer assistance with issues.

• Identify the proper course of action for long-term resolutions and route tickets following established procedures.

• Inform customers about both scheduled and unscheduled disruptions using approved communication channels.

• Adhere to training manuals, knowledge articles, and job training protocols.

• Contribute to the creation and revision of documentation.

• Coordinate and communicate with internal departments to address customer concerns and issues.

• Manage incidents with critical or major impacts by participating in events, maintaining composure, and adhering to established protocols.

• Promptly follow up on issues that require additional research.

• Escalate matters to second-tier support when necessary.

⛳️ Requirements

• High School Diploma or Equivalent (GED) (Mandatory).

• At least 2 years of pertinent experience (Mandatory).

• Relevant experience may include a combination of applicable work history and academic qualifications.

• An Associate’s Degree can replace 2 years of experience.

• A Bachelor’s Degree can replace 4 years of experience.

• Capability to provide support through telephone, email, and web submissions.

• Proficiency in troubleshooting customer portal issues and delivering user technical support.

• Skill in documenting inquiries, concerns, incidents, and actions accurately.

• Ability to assess the impact and urgency of issues and prioritize them according to standards.

• Competence in following documented solutions, workarounds, support processes, and escalation protocols.

• Ability to communicate and collaborate with internal departments.

• Capability to manage critical or major impact incidents with composure and according to protocols.

• Proficient in using call ticketing systems and knowledge-based resources.

🏝️ Benefits

• Healthcare benefits available for both full-time and part-time roles from day one.

• Vision insurance.

• Dental insurance.

• Benefits for domestic partners.

• A collaborative, cooperative, and collegial work environment.