Customer Support Associate
Location
United States
Posted
21 days ago
Salary
$25 - $35 / hour
Seniority
Mid Level
Job Description
Customer Support Associate
Dotmatics
• Own resolution of incoming and escalated support cases including basic product troubleshooting, license transfers, account setup, software installation and activation, quoting and order processing, and requests that require deeper investigation or judgment • Partner with Sales on compliance, quoting, and order processing for key accounts, when applicable • Work across multiple software products and support platforms • Collaborate with Finance, DevOps, Product, and Quality Assurance to drive timely, complete resolution of technical and account-level issues • Write clear, thoughtful responses to complex customer situations and work with the team to determine the best path to resolution • Track and actively manage the health of your customer accounts/engagements, with CSAT as a primary measure of success • Maintain consistent, high-quality customer engagement at every stage of the journey measured against monthly and quarterly targets, where applicable • Surface customer feedback and product gaps to the Product team to influence roadmap priorities • Partner with QA on new feature testing, bug reproduction, and cross-team communication for complex issues • Work with support partners and scientific subject-matter experts to identify and close gaps in support and training/knowledge base content
Job Requirements
- 5+ years of customer support, customer success, or account management experience in a software environment
- Hands-on experience with Zendesk or a comparable support/ticketing platform
- Demonstrated ability to manage customer cases end-to-end with clear written communication throughout
- Background in sales support, account management, or customer success with a track record of building lasting customer relationships
- Experience supporting technical or scientific software products, or the ability to get up to speed quickly on product and feature use cases
- A remote work track record that shows reliable availability, proactive communication, and the ability to stay aligned and engaged with customers and distributed teammates in a helpdesk environment without being managed closely.
Benefits
- Medical, Dental, Vision, Insurance
- Health Spending Accounts
- Wellness Benefits (Mental Health Apps and Fitness Perks)
- Company-paid Life and Disability Insurance
- 401k Retirement Plan (with 4% company match; immediate vesting)
- Flexible Time off Plan (for US exempt employees)
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