Customer Support Specialist
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Job Description
Customer Support Specialist supporting clients using Infinity Software’s customizable alternative-lending platform. Troubleshooting issues, guiding users, and improving customer support across the United States and Canada.
Responsibilities:
- Manage incoming support requests and triage emails and calls
- Create tickets when needed and resolve customer issues efficiently
- Address concerns ranging from password resets to functionality questions
- Provide real-time support by phone, chat, and email
- Follow up consistently to ensure issue resolution and client satisfaction
- Research and document solutions to complex issues using historical data, closed tickets, and internal team knowledge
- Collaborate with Developers and Business Analysts on client-focused solutions
- Share findings in group communication channels
- Participate in team meetings, training sessions, and webinars
- Gather client feedback and communicate enhancement requests to Product and Development teams
- Train clients on new releases
- Contribute to continuous learning, knowledge sharing, and process improvement
- Support a portfolio of 20 to 40 clients across the United States and Canada
Requirements:
- 2+ years of experience in technical customer support
- Experience ideally in a startup or high-growth environment
- Availability to work from 9:00 a.m. to 5:00 p.m. Pacific Time (PST)
- Proficiency with Microsoft Office, databases, and remote access tools
- Ability to quickly learn new releases, functionality, tools, chatbots, automated ticketing systems, and AI-enhanced help desk platforms
- Analytical, detail-oriented, client-focused approach
- Strong critical thinking, problem-solving, and organizational skills
- Ability to identify patterns, reference prior resolutions, and build upon existing documentation
- Excellent verbal and written communication skills
- Ability to translate technical guidance for non-technical audiences
- Ability to collaborate effectively in a virtual environment
- Responsiveness, sound judgment, and awareness of tone, timing, and clarity
- Respect for differing perspectives and commitment to inclusivity
Benefits:
- Fully remote position
- Continuous learning, internal mobility, and advancement opportunities within Infinity, Aquila, or another business line
- Coaching and career development support
- Virtual interview process
- Accommodations available on request for candidates with disabilities
- Mission-driven, collaborative remote environment
- High performance and hard work rewarded
- Autonomy to be creative and curious
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