Customer Support Associate
$53,830–$63,336 year
Remote · United States or Canada
Job Summary
Customer Support Associate role supporting a global customer base for a suite of scientific software platforms. Responsibilities include owning resolution of incoming and escalated support cases, basic product troubleshooting, license transfers, account setup, software installation and activation, quoting and order processing; partnering with Sales on compliance and orders; working across multiple software products and support platforms; collaborating with Finance, DevOps, Product, QA to drive timely resolutions; leading projects tied to payment collections, customer intelligence, account data hygiene, and content campaigns to improve the customer experience; tracking health of customer accounts with CSAT as a success metric; maintaining high-quality customer engagement across the journey against targets; surfacing customer feedback to influence product roadmap; partnering with QA on feature testing and bug reproduction; coordinating with offshore teams for handoffs; remote role with fixed shifts and global coverage; requires 5+ years in a software-related customer-facing role; key skills include Zendesk and end-to-end case management, strong written communication, and ability to work independently in a distributed, helpdesk environment.
Required Qualifications
- 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
- 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 and proactive communication in a distributed team environment
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