Associate Support Representative
WHAT YOU’LL DO
As an Associate Support Representative you will be a vital member of our Global Customer Support organization—serving as a trusted product expert, primary point of contact for inbound questions and owner of complex technical cases. You’ll diagnose and fix issues, answer product questions, and guide best practices, ensuring fast, accurate help and a great customer experience. Please note that this role operates on a Wednesday to Sunday schedule (9:00 AM–6:00 PM), with Monday and Tuesday designated as regular days off.
Your responsibilities will include:
Owning customer inquiries end-to-end (how-to questions, technical break-fix issues, integration/configuration help, and best practice guidance), providing timely, insightful, and technically sound resolutions and suggestions.
Becoming a trusted product expert—mastering the dashboard, integrations, troubleshooting steps, and best practices
Driving increased product adoption by enabling customers to effectively utilize the platform and achieve their desired outcomes.
Collaborating effectively with your own team members, Customer Success, Account Managers, Product and Engineering, and other cross-functional teams to deliver seamless customer experiences.
Proactively identifying opportunities to enhance customer satisfaction and drive product adoption.
Contributing to process improvements and internal enablement while actively documenting and sharing knowledge to elevate teammates and customers.
Please note this job description does not cover every duty you may need to undertake; you may be asked by your manager to handle other reasonable responsibilities commensurate with the role.
WHAT YOU HAVE
Experience supporting technical products, ideally in SaaS or mobile application environments.
Proficiency with case management tools (e.g., Salesforce, Zendesk) for efficient inquiry management and resolution.
Hands-on experience with HTML, CSS, APIs, and/or SQL
Experience with tools such as Postman, Snowflake, and/or Kibana is a plus.
Domain knowledge of two or more: SaaS, Mobile Technology, APIs, Marketing Automation, Direct Marketing, Marketing Analytics, and/or basic programming.
Strong written and verbal communication skills in English
WHO YOU ARE
An excellent communicator with a customer-centric attitude with the ability to translate complex concepts into clear, understandable language for diverse audiences.
Analytical, curious, and resourceful with strong troubleshooting and problem-solving capabilities
Passionate about helping customers and resolving issues efficiently and effectively.
Skilled at managing and prioritizing a high volume of inquiries and escalations; resilient and calm under pressure in fast-paced, time-sensitive situations.
Able to synthesize complex technical concepts and communicate them clearly to diverse audiences
Adaptable to fast-paced, high-volume environments with shifting priorities while being able to multitask and maintain performance under pressure.
A proactive problem solver with a strong sense of intellectual curiosity, who thrives in collaborative team settings to tackle challenges.