Customer Support, Associate Specialist

Job Description

Responsibilities

What You’ll Do

• Provide timely, professional, and empathetic support via chat, phone, and web

channels.

• Troubleshoot technical issues using tools such as browser developer tools, API testing platforms (e.g., Postman), SQL, and log analysis utilities.
• Diagnose and resolve complex issues independently or through collaboration with Engineering and Product teams.
• Maintain accurate, actionable, and well-documented case records.
• Create and update Knowledgebase articles following KCS (Knowledge-Centered Service) principles to improve self-service.
• Analyze case trends to identify root causes and recommend product or process improvements.
• Collaborate cross-functionally to enhance product stability, user experience, and customer satisfaction.
• Participate in after-hours or weekend rotations as required to support global

customers.

• Stay current on product releases, features, and best practices to provide informed guidance.

What We’ll Want You To Have

• Strong technical troubleshooting skills with proven ability to diagnose and resolve

software issues.

• Experience in a B2B SaaS or enterprise software environment, preferably in a

customer-facing technical support role.

• Familiarity with CRM/case management tools such as Salesforce or Zendesk.
• Excellent communication skills — able to explain technical concepts clearly to both

technical and non-technical audiences.

• Analytical mindset with the ability to identify patterns and anticipate challenges.
• Collaborative, proactive, and adaptable in a fast-paced environment.
• Demonstrated customer-first approach with professionalism and empathy.
• Education:
• Bachelor’s degree in computer science, Information Systems, or related field

preferred.

• Equivalent technical certifications or hands-on experience will be considered.

Are you interested in this position?
Apply by clicking on the “Apply Now” button below!
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