FLASH is hiring a
Support Associate

Summary

FLASH is hiring a Full-Time Support Associate to join their Operations Team. The role involves handling customer issues, ensuring accurate configurations, providing technical support, and collaborating with internal teams. The position requires fluency in English, availability during specific shifts, residence in the Dominican Republic, proficiency in Microsoft Office Suite and Google apps, recent experience in a high-volume online collaboration role, strong problem-solving skills, interpersonal skills, and a client-focused approach.

Requirements

• Fluency in written and spoken English at 100%
• Availability to work Monday - Saturday with shifts ranging from 12 pm to 8 pm Atlantic Standard Time
• Residence in the Dominican Republic with reliable transportation
• Commitment to full-time employment without concurrent projects (40 Hrs/Week)
• Proficiency in Microsoft Word, Excel, and Google Suite apps like Docs and Sheets
• Recent (within the past 4 years) experience in a role primarily involving online collaboration, such as in a high-volume call or email support center

Responsibilities

• Receive incoming software-related Customer Support cases for FLASH clients, and research to determine the root cause
• Provide internal and external support for configuration and testing of integrations
• Provide technical training, guidance, documentation, and resource support for end-users and staff
• Enter and update parking location data according to the logic of the data management tool
• Properly escalate advanced cases to the next level of support within the team
• Provide seniors or supervisors with notes regarding the issue/inquiry, the results of their initial investigation, and specific details on points needing clarification
• Collaborate with internal teams on a variety of specialized and custom tasks
• Complete ad hoc tasks to support the team

Preferred Qualifications

• Self-motivated with a proactive approach to learning and a drive to continuously enhance skills
• Openness to feedback and a positive attitude towards correction
• Ability to thrive under pressure in fast-paced, dynamic environments
• Problem-solving mindset with a determination to overcome challenges and achieve success
• Track record of meeting or surpassing goals and objectives
• Ability to assume positive intentions from colleagues and leaders, fostering effective communication and collaboration within the team
• Strong interpersonal skills and a client-focused approach can de-escalate tense interactions and provide follow-up support
• Comfortable supporting a geographically dispersed workforce through various communication channels (email, phone, Slack, video chats, etc.)

Benefits

• Monthly salary between RD$50,000 and RD$50,000
• Equal opportunity employer dedicated to diversity, equality, and inclusion