Account Support Specialist

Aston Carter • Austin, TX

3d • $35 - $35 • Onsite

About The Position

As an Account Support Specialist, you will be the first point of contact for Delivery Partners, providing support and helping ensure seamless operations. You will manage inquiries, triage requests, and collaborate with internal teams to maintain high service standards. The role includes phone, email, and ticket-based support; tracking requests through resolution; and providing backup support for broader Account Management activities as needed.

This contract position is based in Austin, Texas. The schedule is four 10-hour days, 7:30 a.m. to 6 p.m. CST, on weekdays and remotely on one weekend day. Positions are scheduled either Sunday through Wednesday or Wednesday through Saturday. The posting describes the role as fully onsite, while also stating that work is remote on one weekend day.

The pay range is $35.00 per hour. Depending on eligibility and employment terms, benefits for this temporary role may include medical, dental, and vision coverage; critical illness, accident, and hospital coverage; a 401(k) retirement plan; life insurance; short- and long-term disability; a health spending account; transportation benefits; an employee assistance program; and time off or leave.

Requirements

• At least 2 years of experience in customer service, customer support, account support, help desk, operations support, or a similar customer-facing role.
• Experience handling a high volume of phone, email, or ticket-based inquiries while maintaining accuracy and professionalism.
• Strong written and verbal communication skills, including explaining next steps clearly and de-escalating customer concerns.
• Ability to prioritize requests, recognize urgency, and coordinate effective handoffs or escalations.
• Experience with Microsoft Excel and standard productivity tools.
• Ability to work independently, manage competing priorities, and follow issues through to completion.

Nice To Haves

• Experience using a CRM, case management platform, or ticketing system such as Salesforce, Zendesk, ServiceNow, or a comparable tool.
• Experience supporting small-business owners, delivery or logistics operations, field teams, or multi-site programs.
• Experience reviewing ticket or contact data to identify trends and improve the customer support experience.
• Comfort working in a changing environment where processes may continue to evolve.

Responsibilities

• Provide coverage for the Account Manager phone line and respond to Delivery Partner questions professionally, empathetically, and promptly.
• Monitor shared inboxes and ticket queues, document issues accurately, and confirm requests include information needed for resolution.
• Triage incoming tickets by category, urgency, and business impact, and route them to the appropriate Account Manager or internal support team.
• Resolve routine questions using approved processes, program guidance, and available knowledge resources.
• Track open requests, follow up with responsible teams, and inform Delivery Partners of status, next steps, and expected resolution timing.
• Promptly escalate urgent, high-impact, or recurring issues through appropriate channels.
• Maintain clear, complete case notes to support efficient handoffs and preserve issue history.
• Communicate program updates, operational impacts, service disruptions, and process changes clearly and in a customer-friendly manner.
• Partner with Account Managers to prepare for partner follow-ups and ensure commitments are completed.
• Identify recurring questions, ticket trends, and workflow gaps, and recommend updates to FAQs, templates, knowledge articles, or support processes.
• Support service-level goals and quality standards while managing multiple priorities and maintaining accuracy.
• Provide backup support for broader Account Management activities as business needs require.

Benefits

• Medical, dental, and vision coverage, if eligible.
• Critical illness, accident, and hospital coverage, if eligible.
• 401(k) retirement plan with pre-tax and Roth post-tax contribution options, if eligible.
• Voluntary life and AD&D insurance for employees and dependents, if eligible.
• Short- and long-term disability coverage, if eligible.
• Health Spending Account (HSA), if eligible.
• Transportation benefits, if eligible.
• Employee Assistance Program, if eligible.
• Time off or leave, which may include PTO, vacation, or sick leave, if eligible.

What This Job Offers

• Career Level: Mid Level
• Education Level: No Education Listed