As a Support Associate, you are the first point of contact for our clients, helping them navigate challenges, resolve issues, and maximize the value of our platform. Whether working with our Business or E-commerce customers, your role is to provide exceptional customer service through various channels, including phone, chat, email, web, and social media. At the heart of our mission, you’ll play a crucial role in supporting clients who serve the most vulnerable members of society, ensuring they can deliver impactful care. You will manage client queries with a sharp focus on resolving issues within SLA guidelines, logging all interactions in Salesforce, and ensuring satisfaction by de-escalating any potential conflicts. Beyond problem-solving, you’ll follow up diligently to provide a seamless support experience.
Your success in this role will rely on a helpful attitude, strong communication skills, and the ability to thrive in a fast-paced, evolving environment. Flexibility, multitasking, and effective time management are essential as you handle multiple priorities and drive continuous improvement in the support experience. We’re looking for someone who is not just capable but also passionate about making a difference—both for our clients and the people they care for.
WHAT YOU’LL BE DOING:
- Provide quick response times and quality support to our clients via available channels, with work focusing on tickets of a transactional nature
- Work collaboratively in a team environment to help answer questions, share knowledge, and shadow/reverse shadow with new employees during their onboarding
YOU’VE GOT WHAT IT TAKES IF YOU HAVE:
- Client Relationship Management Experience: Effectively manage client relationships by understanding their needs, improving satisfaction, and driving long-term success through exceptional support.
- Client Discovery: Quickly assess client challenges and identify solutions that fit their needs, setting the foundation for strong, ongoing partnerships.
- CRM Tool Management: Proficiently use CRM tools to track client interactions, manage cases, and maintain accurate records, ensuring a seamless support experience.
- Ability to Master Relias Platform Knowledge: Master the Relias Platform’s features and functionalities, troubleshoot issues, and optimize platform use to enhance client efficiency.
- Ability to Gain Relias Product Knowledge: Understand Relias products thoroughly, troubleshoot effectively, and maximize product use to meet client needs and drive value.
- Bachelor’s Degree
IT WOULD BE IDEAL IF YOU HAVE:
- Previous customer service experience
- Experience with a Customer Relationship Management tool
- Able to read, write and speak Spanish proficiently
