Job Description

We have an exciting opportunity at our Fortune 100 client for a Support Operations Associate. This is a remote role (work from home!). This is a long-term role (up to 2 years) with possibility of conversion to perm for the right candidate. We offer medical benefits, 401k and more! DIRECT W2 CANDIDATES ONLY PLEASE (WE ARE NOT ABLE TO OFFER SPONSORSHIP AT THIS TIME) NO THIRD PARTY OR VENDOR SUBMISSIONS PLEASE

JOB ID: 78249

We are looking for a passionately caring, gritty, customer-oriented problem solver to join our Operations/Assurance Team as a Support Operations Associate. This team focuses on handling non-technical Support Cases and is responsible for providing quality support for our growing customer base.

This customer-facing role exposes you to a variety of complex problems that require deep and detailed investigation and problem-solving involved in the Client's Dashboard as well as our in house tools and CRM. It will also require you to work with many teams within the company, including but not limited to, Engineering, Product Management, Sales, and Operations - providing opportunities for career growth in a fun, challenging, and fast-paced environment.

RESPONSIBILITIES:

• Effectively communicate with third parties such as partners and customers regarding non-technical issues and customer service inquiries, both orally and in writing.
• Educate and assist customers and partners with (but not limited to): licensing, RMA submissions, orders, processes, policies, and other admin-only tasks.
• Own each customer case from initial creation to resolution.
• Collaborate with the technical support team to address any case that escapes your area of expertise.
• Work with the leadership team to improve processes.
• Work with the Support, Product, Sales and Operations teams on customer escalations.
• Use acquired knowledge to suggest, edit, and write in-depth Knowledge Base articles.