Support Associate

Summary

The job is for a Support Associate in Middesk's Customer Experience team who will provide customer support, collaborate with other teams, and document interactions. The role requires 1-2 years of experience in customer support or related fields, strong communication skills, technical troubleshooting abilities, attention to detail, familiarity with support ticketing systems and CRM tools, and a proactive problem-solving mindset.

Requirements

• 1-2 years of experience in customer support, customer service, or a related field, preferably within a SaaS or technology-driven environment
• Strong communication skills with the ability to convey complex information clearly and empathetically
• Demonstrated ability to troubleshoot technical issues and provide practical solutions
• Exceptional attention to detail with the resourcefulness to find solutions and resolve issues effectively
• Experience working with support ticketing systems and CRM tools

Responsibilities

• Develop a deep understanding of Middesk’s products and services to effectively address customer inquiries and issues
• Provide prompt, friendly, and knowledgeable support to customers through various channels, including email, chat, and phone
• Collaborate closely with the Product, Engineering, and GTM teams to identify and troubleshoot product issues, ensuring timely resolution
• Document customer interactions and issues accurately to help inform product improvements and enhance the customer support experience
• Assist in creating and maintaining support resources, such as FAQs, help articles, and training materials, to empower customers and reduce common inquiries
• Monitor and report on customer support metrics, using data to identify trends, improve processes, and elevate the customer experience

Preferred Qualifications

• A proactive problem-solver with a customer-first mindset, able to work independently and as part of a team
• Familiarity with industry trends and a desire to continually learn and grow within the support function