Customer Support Specialist, Infinity

Aquila•US - Remote,

16d•Remote

About The Position

Reporting to the Senior Manager, Customer Success, we are looking for a Customer Support Specialist. You will be the trusted point of contact for a portfolio of 20 to 40 clients across the United States and Canada. You will ensure timely, accurate, and professional support by managing inquiries, troubleshooting technical issues, and guiding users through software features. Your ability to handle multiple priorities, provide real-time assistance via phone, chat, and email, and maintain a clear and friendly communication style will be essential to creating an exceptional client experience. This is a full time, fully remote position within the United States or Canada with working hours aligned to 9am - 5pm PST.

Requirements

2+ years of experience in technical customer support, ideally in a startup or high-growth environment.
Available to work from 9:00 a.m. to 5:00 p.m. Pacific Time (PST).
Proficient with Microsoft Office, databases, and remote access tools.
Growth mindset and ability to quickly come up to speed on new releases and functionality, learning new tools quickly.
Comfortable learning and adapting to new technologies, including chatbots, automated ticketing systems, and AI-enhanced help desk platforms.
Analytical, detail-oriented, and client-focused with strong critical thinking, problem-solving, and organizational skills.
Excellent verbal and written communication skills.
Ability to build relationships and earn trust with ease.
Ability to interact confidently with customers at any level, delivering clear information and support and translating technical guidance for non-technical audiences.
Collaborative team member in a virtual environment.
Responsive, exercise sound judgment, and understand the importance of tone, timing, and clarity in every exchange.
Value inclusivity and show respect for differing perspectives.

Nice To Haves

Thrive in a fast-paced setting where your initiative, drive, and autonomy meet and exceed the needs of customers.
Take a service-oriented and solution-oriented approach to every problem, conducting thorough research, gaining valuable insights, and applying your findings to solve complex issues effectively.
Understand how chatbots, automated ticketing systems, and AI-enhanced help desk platforms can streamline and enhance support workflows.
Can identify patterns, reference prior resolutions, and build upon existing documentation.

Responsibilities

Manage incoming support requests, triage emails and calls, create tickets when needed, and resolve issues efficiently.
Address concerns from password resets to functionality questions with professionalism and accuracy.
Provide real-time assistance and follow up consistently to ensure resolution and client satisfaction.
Thoroughly research and document solutions to complex issues by digging into historical data, reviewing past closed tickets, and leveraging internal team knowledge.
Collaborate closely with Developers and Business Analysts, actively engage in group communication channels to share findings, and contribute to efficient, client-focused solutions.
Actively participate in team meetings, training sessions, and webinars to ensure alignment and ongoing development.
Gather client feedback, communicate enhancement requests to Product and Development teams, and train clients on new releases.
Take part in continuous learning and knowledge sharing to drive ongoing improvement across the team.