Client Support Associate

Summary

The Client Support Associate role at VoterVoice involves managing support requests through various channels, troubleshooting issues, interfacing with Product/Engineering, maintaining a Knowledge Base, reporting on user interaction data, and ensuring high levels of customer satisfaction. The ideal candidate should have 1-2 years of experience in a support role, excellent communication skills, empathy, and a passion for government processes or data.

Requirements

• 1-2 years work experience in support role
• Excellent clarity in communication and telephone/email etiquette
• Proactive at resolving issues and with high energy and technical acumen

Responsibilities

• Manage Support requests through email, phone, and chat channels
• Conduct troubleshooting calls, chats, and emails
• Interface with Product/Engineering to meet user needs
• Maintain Knowledge Base (Help Center) to empower self-service UX
• Report on user interaction data from Support tools (Zendesk)
• Recommend software and process improvements to users
• Track client issues and resolutions
• Ensure high levels of Customer Satisfaction with every conversation
• Deliver white glove service to each client

Preferred Qualifications

• Prior knowledge about customer support and help desk industry
• Ability to manage and assign priority to urgent tasks
• A knack for developing rapport and appropriately employing empathy
• Love of data and experience using it for informed process change