Support Associate

Relias US•Morrisville, NC

3d•Hybrid

About The Position

As a Support Associate, you are the first point of contact for our clients, helping them navigate challenges, resolve issues, and maximize the value of our platform. Whether working with our Business or E-commerce customers, your role is to provide exceptional customer service through various channels, including phone, chat, email, web, and social media. At the heart of our mission, you’ll play a crucial role in supporting clients who serve the most vulnerable members of society, ensuring they can deliver impactful care. You will manage client queries with a sharp focus on resolving issues within SLA guidelines, logging all interactions in Salesforce, and ensuring satisfaction by de-escalating any potential conflicts. Beyond problem-solving, you’ll follow up diligently to provide a seamless support experience. Your success in this role will rely on a helpful attitude, strong communication skills, and the ability to thrive in a fast-paced, evolving environment. Flexibility, multitasking, and effective time management are essential as you handle multiple priorities and drive continuous improvement in the support experience. We’re looking for someone who is not just capable but also passionate about making a difference—both for our clients and the people they care for.

Requirements

effectively manage and nurture client relationships to achieve mutual success
ability to understand a client's needs and challenges, assessing the fit for the solution(s), and building a foundation for successful engagements and a long-term relationship
utilizing CRM tools to manage clients, track interactions, maintain accurate records, encompassing all data, processes, and workflows
understand and effectively utilize the features, functionalities, and tools of the Relias Platform
understand and effectively utilize the features, functionalities, and tools of Relias Products
Bachelor’s Degree

Nice To Haves

Previous customer service experience
Experience with a Customer Relationship Management tool
Able to read, write and speak Spanish proficiently

Responsibilities

Provide quick response times and quality support to our clients via available channels, with work focusing on tickets of a transactional nature
Work collaboratively in a team environment to help answer questions, share knowledge, and shadow/reverse shadow with new employees during their onboarding
Other duties as assigned

Benefits

Fantastic health and wellness benefits package
outstanding 401k match
flexible PTO program
generous and inclusive parental leave policy
Relias pays for the employee portion of the monthly healthcare premium
Flexible work environment with onsite and work from home options
Active Employee Resource Groups open to all employees
Comprehensive onboarding program
Growth and career advancement opportunities
Promotes internal mobility and career growth aligned with evolving business needs
Multiple development program options – leadership development, professional development curriculums, and Nanodegree options in both technology and data science
Professional development gained from conference attendance and participation in organizations like NC Tech
Onsite 321 Coffee Shop providing free coffee and pastries to employees