Senior User Support Associate (Multiple Levels)

IntelliPro Group Inc. • Scottsdale, AZ

99d • $20 - $26

About The Position

Are you passionate about helping people and shaping their experience on a major digital platform? We are looking for a dedicated and empathetic User Support professional to serve as a primary point of contact for a vibrant user community. We are hiring for this role across multiple levels of seniority, and the scope of responsibility will align with your experience. You will play a crucial part in ensuring users have a positive, seamless, and safe experience by resolving their inquiries with speed and care.

Requirements

• At least 1 year of professional experience in a customer-facing support role (e.g., customer service, user support, technical support).
• Excellent writing skills with the ability to communicate with a clear, concise, and empathetic tone suitable for email and ticket-based support.
• Comfortable with technology, proficient with computers and CRM software, and can learn new tools and systems quickly.
• Curious and analytical mindset, capable of investigating complex issues and identifying the best path to resolution.
• Excellent multitasking and prioritizing skills in a dynamic, high-volume environment without sacrificing quality of work.
• Reliable, accountable, and able to work well with others to achieve shared goals.
• A high school diploma or equivalent is required.

Responsibilities

• Serve as the first line of support, managing and resolving a high volume of user inquiries through an email-based ticketing system.
• Master a suite of internal tools and established guidelines to effectively troubleshoot a wide range of user issues, from account access to technical difficulties.
• Strive for first-contact resolution, providing comprehensive and accurate solutions that leave users feeling heard and supported.
• Identify and flag emerging trends, bugs, or common user frustrations, escalating them to the appropriate internal teams to help drive platform improvements.
• Consistently achieve and exceed key performance indicators for efficiency, quality of support, and user satisfaction.
• Collaborate effectively with team members and other departments to ensure a cohesive and best-in-class support experience.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 251-500 employees