Customer Support Associate – Grad through to Lead

RedTech Recruitment • Dallas, TX

11d • Onsite

About The Position

A fantastic opportunity for a Customer Support Associate to join a rapidly growing, cutting-edge technology company. This organisation is developing highly advanced software solutions used by leading global businesses, and they are looking for a warm, personable and highly organised graduate to join their support team. This role is focused on delivering an outstanding customer experience, acting as the first point of contact for users, guiding them through issues, and ensuring every interaction is handled with clarity, empathy and professionalism. We are open to receiving candidates from graduate level to lead, as this is a fast-growing team.

Requirements

• Experience working in a customer-facing environment, such as retail, hospitality or similar, where you have handled and calmed customers
• Degree educated from a well-ranked University with an absolute minimum GPA of 3.4 (please note this will be checked during the screening process).
• Naturally warm, friendly and engaging personality with a genuine passion for helping people
• Excellent communication skills, both written and verbal
• Strong organisational skills with close attention to detail
• Ability to manage multiple queries and prioritise effectively in a fast-paced environment
• A customer-first mindset with a focus on delivering a positive experience
• Strong problem-solving skills with the ability to follow structured processes and guidance
• Technical curiosity and the ability to pick up new systems and tools quickly
• Ability to remain calm, professional and empathetic when dealing with challenging or frustrated customers

Nice To Haves

• Opportunity to join a high-growth technology company working on advanced software products
• A highly collaborative and supportive team environment
• Clear opportunity to develop strong customer, communication and operational skills
• Exposure to a wide range of technologies and business processes

Responsibilities

• Act as the first point of contact for customer queries via phone and support platforms
• Deliver a positive first impression, handling all interactions with warmth, professionalism and empathy
• Use internal guidance tools and documentation to help diagnose and resolve straightforward issues
• Clearly guide customers through solutions, ensuring they understand next steps
• Triage more complex issues, ensuring they are accurately logged and escalated to the appropriate team
• Provide clear, timely updates to customers throughout the lifecycle of their request
• Maintain accurate records of queries, communications and outcomes
• Follow structured processes and contribute to the continuous improvement of support procedures
• Work closely with second-line teams to ensure smooth handover of more complex issues

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level