Customer Support Associate
Core
Frontline support representative handling customer inquiries and issues via email, chat, and social media for an AI video platform.
Role type
Customer Support Representative (Tier 1)
Builds
Customer support operations for an AI video platform serving enterprise clients
Domain
SaaS / AI Video Technology
Deliverable
client delivery
Required skills
Email/chat/social media support, CRM systems (Intercom, Salesforce), issue escalation, performance metrics tracking, product knowledge maintenance, constructive feedback provision
Preferred skills
Technical support experience, multitasking, independent work, shift flexibility
Technologies
Intercom, Salesforce, Zendesk, Freshdesk, Hubspot
Responsibilities
Respond to customer inquiries via email, chat, or social media; Provide accurate information to resolve issues; Identify and escalate complex issues to Tier 2; Collaborate with technical and product teams; Record and maintain customer information in CRM; Meet KPIs for response time and resolution; Provide feedback to improve support processes
Seniority
Entry-level to Junior
