Support Associate - Remote Eligible

✨ About The Role

- The Support Associate will be part of the Customer Success team, engaging with Upfort users throughout their lifecycle. - Responsibilities include responding to customer inquiries through support tickets and phone calls in a timely and professional manner. - The role involves researching issues by testing user flows and documenting evidence to assist in problem resolution. - The candidate will lead demos and onboard companies to the Shield product, ensuring strong customer adoption. - The position requires collaboration with Product Management and Engineering teams to share customer use cases and feedback for product improvements. - The role emphasizes empathy for customer needs and maintaining communication with stakeholders. - The candidate should be excited about working in an environment where they can own outcomes and contribute to shaping processes.

⚡ Requirements

- The ideal candidate has at least 2 years of experience in a support or service environment, particularly in SaaS or software. - A strong problem solver who can logically break down ambiguous issues and find effective solutions. - Excellent relationship-building skills with a passion for helping customers and ensuring their satisfaction. - Strong written and verbal communication skills, capable of explaining technical topics to non-technical audiences. - A proactive learner who is naturally curious and enjoys sharing knowledge with others. - Comfortable working in a fast-paced environment with a high tolerance for ambiguity and changing priorities. - Demonstrates patience and kindness, especially when dealing with challenging customer cases.