Senior Customer Support Associate

Responsibilities Support our customers by live chat, email, and phone. Interactions include troubleshooting technical issues, product usage questions and subscription inquiries, helping the customers find the best value of our products. Be a part of alleviating pressure points, enjoying challenges and help drive the business towards success. Act as an escalation point for Customer Support Associates regarding product, elevated access tickets, and process information. Be seen as a go-to knowledge and advice both in person, via Zoom, Salesforce, and swarming in Slack. Assist new team members on product, processes, and best practices. Consistently display exemplary KPIs and professional branding. Collaborate with other teams to ensure quality interactions and promote the voice of the customer. Represent the Digital Support team in cross‑functional meetings and be responsible for reporting meeting outcomes to the rest of the team. Contribute to thought leadership and best practice ideas around business goals and customer sentiment. Requirements 3+ years in Customer Support (individual contributor role) with documented track record of success. Proven experience and success supporting BuildingConnected/TradeTapp suite of products. Experience juggling multiple things at once; customer interactions, using resources, supporting your peers, project-work, motivation to learn new things. Have an elevated level of integrity, self‑motivated and driven to high performance. Enthusiastic and creative with the ability to inspire, influence and encourage others, in both relationship with customers and peers. Have a collaborative and consultative work style, the ability to thrive in a high‑volume, highly dynamic work environment. Have strong problem‑solving abilities and emotional intelligence when establishing trust with people. Understanding of customer support principles, approaches and considerations. Experience working to service indicators and using these to succeed for our customers. Elevated verbal and written skills together with composure and patience. #J-18808-Ljbffr Jobtailor