Customer Support Representative (Curator of Customer Experience)

Ron Turley Associates LLC • Glendale, AZ

3d • $29 - $38 • Onsite

About The Position

The Customer Support Representative role at RTA involves handling common and complex product support cases, combining strong people skills with customer service enthusiasm and technical troubleshooting abilities. The representative will assist customers with RTA's software, teach best practices, and contribute to both company and client success. This role will utilize AI-assisted tools, such as intelligent knowledge base search and AI-drafted response suggestions, to enhance efficiency and focus on customer assistance.

Requirements

• Personable and attentive, with strong interpersonal skills.
• Strong verbal communicator.
• Strong technical troubleshooting skills.
• Very capable of researching knowledge bases to find solutions.
• Understands the software development life cycle (SDLC) and how customer support fits into it.
• Exposure to basic SQL.

Nice To Haves

• Familiarity with Jira is a plus.
• Background in software customer support is a plus.
• Bonus points for each book you've read by Patrick Lencioni.
• Willing to lift boxes, clean floors, and hold doors if that's what it takes to get something done.
• Loves to read, learn, grow, and stretch themselves.

Responsibilities

• Listen to and resolve customers' concerns, issues, and questions kindly, calmly, and within stated SLAs, including time to answer, wait times, and time to resolution.
• Establish and maintain strong relationships with assigned clients, contributing directly to renewal outcomes.
• Research and resolve complex product issues, escalating appropriately when needed while working toward full self-sufficiency over time.
• Recommend possible products and features to meet customers' needs.
• Use and help maintain knowledge base content, leveraging AI-assisted search to find and surface solutions faster.
• Partner with Engineering, QA, and Product to escalate and resolve complex or recurring issues.

Benefits

• 401(k) with 6% Safe Harbor match, 100% vested day one.
• Flexible PTO and generous holiday schedule.
• Cigna PPO and HSA medical plan options with company contributions.
• Garner Health HRA program reimbursement opportunity.
• Wellness rewards.
• Virtual care and mental health support resources.
• Company-sponsored benefits including dental, vision, EAP, life, STD, LTD, legal plan, and identity theft protection options.
• Additional employee perks, wellness initiatives, and discount programs.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed