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Customer Support Associate

NYC, United States As soon as possible Reporting to Technical Services and Support Director

Job Overview

The Customer Support Associate (CSA) will be the main interface of the US based clients in maintenance mode (post go-live) but will also support Customer Success Managers during the implementation phase. A successful candidate will need a combination of troubleshooting, technical, and communication skills, as well as the ability to handle a mix of disparate tasks. The CSA will contribute to the continual product improvement and quality of the Inova service offering, by prioritizing and providing customer feedbacks to internal stakeholders. He/She will contribute to continuous improvement of our support process in interaction with the Inova Customer Success Managers and Product Managers.

Responsibilities

  • With the support of the Customer Success Managers, qualify and prioritize client feedbacks (bugs, improvement requests, etc.)
  • Liaise with other Inova departments to resolve any remaining issues
  • Ensure customer assistance requests are dealt with in a timely manner and in line with SLA’s
  • Always keep our clients informed of the progress of their request
  • Maintain & develop a good understanding of the product / Contribute to the validation of new functionalities
  • Maintain an up to date knowledge of the customer’s context
  • Contribute to the internal compliance of support process (included but not limited to Zendesk, Jira, interaction with internal stakeholders, etc.)
  • Coordinate with regional support colleagues.

Qualifications

  • Experience working in application support or end-user assistance.
  • Experience contributing to a multi-disciplined team
  • A broad knowledge of Information Systems such as CRM, Support systems such as Zendesk/Jira
  • Technical expertise and ability to acquire knowledge of new products
  • A passion for customer success and customer happiness

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