Customer Support Specialist, Infinity
Core
Provide timely, accurate, and professional support for a portfolio of 20 to 40 clients across the United States and Canada, troubleshooting technical issues on a highly customizable software platform.
Role type
Customer Support Specialist (Technical)
Builds
Support services for financial services clients using a customizable software platform
Domain
Financial Services / SaaS
Deliverable
client delivery
Required skills
technical problem-solving, triaging inquiries, creating tickets, real-time support, research, collaboration with developers, knowledge sharing, gathering client feedback, training on new releases, adapting to support technologies
Preferred skills
experience in startup or scale-up environments, proficiency with Microsoft Office and databases, ability to learn new technologies quickly, comfort with chatbots and AI-enhanced help desk tools, strong analytical and critical-thinking skills
Responsibilities
Manage incoming customer support requests across phone, chat, and email; Provide professional assistance on a wide range of requests from password resets to complex technical issues; Deliver real-time customer support and maintain consistent follow-up; Research complex issues by reviewing historical data and internal documentation; Collaborate with Developers and Business Analysts to resolve issues; Gather and communicate client feedback to Product and Development teams; Support customers through product updates and new releases; Contribute to continuous learning and improvements to support processes
Seniority
Mid-level, hands-on IC
