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Support Associate
Advocate for customers internally to enhance product development based on their feedback.
New York
Junior
1 month ago
✨ About The Role
- As a Support Associate, you will be a central part of Middesk’s Customer Experience team, ensuring customers find value in the products.
- You will provide prompt, friendly, and knowledgeable support to customers through various channels, including email, chat, and phone.
- Collaborating closely with Product, Engineering, and GTM teams will be necessary to identify and troubleshoot product issues for timely resolution.
- Documenting customer interactions and issues accurately will help inform product improvements and enhance the customer support experience.
- You will assist in creating and maintaining support resources, such as FAQs and help articles, to empower customers and reduce common inquiries.
- Monitoring and reporting on customer support metrics will be part of your responsibilities, using data to identify trends and improve processes.
- Your contributions will directly impact how customers use the Middesk product, making your role critical in the support experience.
âš¡ Requirements
- The ideal candidate will have 1-2 years of experience in customer support or a related field, preferably in a SaaS or technology-driven environment.
- Strong communication skills are essential, with the ability to convey complex information clearly and empathetically to customers.
- A demonstrated ability to troubleshoot technical issues and provide practical solutions is crucial for success in this role.
- Attention to detail and resourcefulness in finding solutions to resolve customer issues effectively are important traits.
- Experience with support ticketing systems and CRM tools will be beneficial for managing customer interactions.
- A proactive problem-solver with a customer-first mindset will thrive in this position, able to work independently and collaboratively within a team.
- Familiarity with industry trends and a desire to continually learn and grow within the support function will contribute to the candidate's success.
About Middesk
We make it easier for B2B companies to transact with one another