Customer Support Specialist, Infinity
Core
Trusted point of contact for 20-40 clients across US and Canada, providing timely, accurate, and professional support while troubleshooting technical issues on a highly customizable software platform.
Role type
Customer Support Specialist (Technical)
Builds
Support processes and client satisfaction for a portfolio of financial services clients
Domain
Financial Services / SaaS
Deliverable
client delivery
Required skills
Technical troubleshooting, ticket management, client education, product knowledge, cross-functional collaboration, documentation, pattern recognition, clear communication
Preferred skills
Experience in startup/scale-up environments, adaptability to emerging support technologies (chatbots, AI tools), ability to explain technical concepts to non-technical audiences
Technologies
Microsoft Office, databases, remote access tools, automated ticketing systems, chatbots, AI-enhanced help desk tools
Responsibilities
Manage incoming support requests across phone, chat, and email; troubleshoot technical issues and resolve them efficiently; collaborate with Developers and Business Analysts on complex issues; gather and communicate client feedback to Product teams; support customers through product updates and new releases; contribute to knowledge sharing and process improvements
Seniority
Mid-level, hands-on IC