Customer Support Associate

We are seeking a self-motivated and customer-focused Customer Support Associate. In this role, you will provide technical and business support to clients, assist with onboarding, support our portal and integrations, and help ensure a seamless customer experience.

The ideal candidate combines strong communication skills with technical troubleshooting and problem-solving abilities. You will work closely with customers through email and phone support, diagnose and resolve issues, and proactively identify opportunities to improve the overall customer experience.

Key Responsibilities

• Support clients with the use of the company portal, integrations, and related systems.
• Develop a strong understanding of the company's Self-Determination Program and its business processes.
• Assist with onboarding new clients and help ensure a smooth implementation experience.
• Respond promptly and professionally to customer inquiries through email and phone.
• Troubleshoot and resolve technical and customer-related issues effectively.
• Investigate issues, identify root causes, and provide clear and practical solutions.
• Maintain clear and timely communication with customers and internal team members.
• Work independently while escalating complex issues when necessary.
• Identify recurring customer concerns and recommend improvements to enhance customer satisfactio