Overview
The Customer Support / Administrative Assistant plays a vital role in delivering an outstanding customer experience while supporting day-to-day operations. As one of the first points of contact for customers, this position is responsible for answering phones and responding to emails, processing incoming technical support requests, scheduling service calls, and ensuring timely and professional communication.
In addition to customer support responsibilities, this role provides administrative support across multiple departments. Key duties include creating and managing support tickets, processing business documents through established workflows, maintaining accurate records, and assisting with various administrative tasks.
Success in this role requires excellent customer service skills, the ability to multi-task, meticulous attention to detail, and a “no task is too small” mindset with a willingness to support a wide range of business functions in a collaborative team environment.
Primary Responsibilities
Customer Service Support
- Serve as the first point of contact for customers seeking support via phone, email, and ticketing platform.
- Prioritize and categorize incoming requests to ensure timely and appropriate routing to our technical team.
- Coordinate and schedule remote support appointments and onsite dispatch for service-related requests.
- Create detailed and accurate support tickets using internal ticketing software.
- Maintain clear and professional communication with customers throughout the support process, providing responses and follow-ups as needed.
- Answer and route incoming calls in a professional and friendly manner.
- Monitor and respond to email inquiries, ensuring timely follow-up and resolution.
- Provide outstanding customer service by actively listening, gathering information, and addressing concerns with empathy and professionalism.
Administrative Support
- Prepare and process proposals, spreadsheets, presentations, forms, and other business materials as requested.
- Assist with data entry and ensure information is complete and up to date across company platforms.
- Support team members with administrative tasks, special projects, various marketing initiatives, and general office needs.
Required Skills & Experience
- 2+ years of experience in a customer service or an administrative support role, within an SMB or non-profit setting.
- Previous experience answering multi-line business phone systems and processing customer requests.
- Associate or bachelor’s degree in business, communications, or related field.
- Customer-focused mindset with a commitment to service excellence.
- Excellent verbal and written communication skills.
- Proven organizational skills with meticulous attention to detail.
- Ability to prioritize tasks and manage multiple responsibilities simultaneously.
- Proficiency with Microsoft 365 applications, including Outlook, Word, Excel, PowerPoint, Teams, and SharePoint.
- Ability to work independently while collaborating effectively with team members.
Pay: From $50,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Vision insurance
Work Location: In person
