Customer Support Associate

About the role

As a Customer Support Associate, you will play a vital role in helping customers get the most value from our solutions by providing guidance on product usage, troubleshooting technical or functional issues, and delivering prompt, professional service. You will handle customer inquiries through phone, email, and other channels, contribute to the knowledge base with helpful resources, and proactively support clients to ensure a seamless experience.

Key responsibilities

• Serve as the first-line responder for inbound support tickets through Zendesk or similar ticketing platforms
• Develop an understanding of customer processes and SLAs
• Interact with customers via email, phone, and web video conferencing, responding to inquiries and troubleshooting issues
• Conduct root cause analysis, validate system configurations, and provide workarounds when necessary
• Communicate clearly with customers regarding ticket status, next steps, and expected timelines
• Maintain accurate documentation of customer issues, troubleshooting steps, resolutions, and outcomes
• Demonstrate responsiveness and sense of urgency in all customer interactions
• Serve as a liaison between the customer and the customer success and engineering teams to resolve issues
• Identify opportunities for process improvements and contribute to improving the overall customer support experience
• Stay current with application updates and demonstrate product expertise

About you

• 2–5 years of experience in SaaS, technical support, or a similar customer-facing support role
• Experience using ticketing and support platforms such as Zendesk, Jira, or similar tools
• Strong understanding of SaaS and technology support processes
• Strong analytical, judgement, troubleshooting, and problem-solving skills
• Excellent written and verbal communication skills with strong attention to detail
• Ability to work effectively in a process-driven, SLA-focused environment
• Ability to manage multiple tickets and priorities while maintaining quality and timely responses
• Experience working in the life sciences, pharmaceutical, medical device, or healthcare industries (preferred)
• Experience collaborating with customer success, product, and engineering teams on technical issues and software releases (preferred)
• Experience creating or maintaining knowledge base articles, SOPs, or technical support documentation (preferred)