Customer Support Associate

We are seeking a self-motivated and customer-focused Customer Support Associate. In this role, you will provide technical and business support to clients, assist with onboarding, support our portal and integrations, and help ensure a seamless customer experience.

The ideal candidate combines strong communication skills with technical troubleshooting and problem-solving abilities. You will work closely with customers through email and phone support, diagnose and resolve issues, and proactively identify opportunities to improve the overall customer experience.

• →Support clients with the use of the company portal, integrations, and related systems.
• →Develop a strong understanding of the company's Self-Determination Program and its business processes.
• →Assist with onboarding new clients and help ensure a smooth implementation experience.
• →Respond promptly and professionally to customer inquiries through email and phone.
• →Troubleshoot and resolve technical and customer-related issues effectively.
• →Investigate issues, identify root causes, and provide clear and practical solutions.
• →Maintain clear and timely communication with customers and internal team members.
• →Work independently while escalating complex issues when necessary.
• →Identify recurring customer concerns and recommend improvements to enhance customer satisfaction and support processes.

• Excellent written and verbal communication skills.
• Previous experience in technical customer support, customer support engineering, or a similar role is preferred.
• Strong troubleshooting, problem-solving, and critical-thinking skills.
• Ability to understand and explain technical information clearly to non-technical customers.
• Comfortable providing support through both email and phone.
• Strong attention to detail and ability to manage multiple customer inquiries effectively.
• Self-motivated, proactive, and able to work independently in a remote environment.
• Ability to learn new systems, tools, and business processes quickly.
• Experience supporting portals, software platforms, integrations, or similar technical products is an advantage.

• Primary internet connection with a minimum speed of 15 Mbps.
• Backup internet connection with at least 10 Mbps.
• Backup connection must be capable of supporting work during a power outage.
• Primary Device:
• Desktop or laptop equipped with at least:
• Intel Core i5 (8th generation or newer), Intel Core i3 (10th generation or newer), AMD Ryzen 5, or an equivalent processor.
• A minimum of 8 GB RAM.
• Backup Device:
• Must meet or exceed the performance of an Intel Core i3 processor.
• Must be functional during power interruptions.
• A functioning webcam.
• A noise-canceling USB headset.
• A quiet, dedicated home office space.
• Peripherals and Workspace: A smartphone for communication and verification purposes.