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Support Associate - Remote Eligible
Translate user feedback into actionable feature requests for the product team.
Remote
Junior
$20 - 30 USD / hour
1 month ago
✨ About The Role
- The Support Associate will be responsible for solving customer problems by responding to incoming questions through various channels.
- This role involves researching issues by testing user flows and documenting evidence to assist in troubleshooting.
- The individual will lead demos and onboard companies to the product, ensuring strong customer adoption.
- The role requires serving as a trusted partner for end users regarding product functionality and cybersecurity best practices.
- The Support Associate will collaborate with Product Management and Engineering teams to share customer use cases and pain points.
- Developing process documentation and maintaining a list of FAQs will be part of the responsibilities.
- The position requires working during specific hours in the Pacific Time Zone, ensuring availability for customer support.
⚡ 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 communication skills are essential, with the ability to explain technical topics to non-technical audiences.
- A person who enjoys building relationships with customers and finds joy in positive customer feedback.
- Must possess a high tolerance for ambiguity and be comfortable with changing priorities based on user needs.
- A growth mindset and a proactive approach to learning new things and sharing knowledge with others are crucial.
- The candidate should demonstrate patience and kindness, especially when handling challenging customer cases.
About Paladin Cyber (Upfort)
Cyber Protection Simplified