Product Support Associate

About the Role

As a Product Support Associate Contractor, you will have a direct impact on customer satisfaction by providing timely, professional, and courteous technical assistance supporting our Accounting CS software. You will handle customer inquiries via phone and/or chat, focusing on efficient inquiry resolution and ensuring all necessary actions are taken to resolve issues. You will advocate for our customers, deliver high-quality support, and collaborate with internal teams to contribute to ongoing product improvements.

Key Responsibilities

• Respond promptly and professionally to customer inquiries via phone and/or chat, delivering exceptional technical support.
• Troubleshoot and resolve technical issues related to software, escalating complex issues as needed.
• Guide clients through step-by-step solutions, ensuring clear communication and customer understanding.
• Document customer interactions, comments, complaints, and actions taken with accuracy and attention to detail.
• Follow up with customers to ensure resolution and satisfaction.
• Collaborate with product development and other internal teams to communicate customer feedback, identify recurring issues, and support product improvements.
• Efficiently utilize internal resources and demonstrate strong time management to meet departmental goals.
• Stay current with technological trends and updates to provide accurate and effective support.
• Participate in training and deliver on-demand coaching to enhance technical and customer service skills.
• Adhere to all company policies and procedures, including data security and privacy guidelines.
• Ensure adherence to departmental processes and procedures and assist with other tasks as assigned.

Work Schedule

• Availability to work varying shifts and/or overtime as needed.
• Non-Peak Season (May-August, November-December)
• Open Monday-Friday from 9am-8pm ET.
• 8-hour shifts with 1 hour lunch; can start as early as 9am ET or as late as 11am ET
• Peak Season (January-April, September-October)
• Open Monday-Friday as early as 8am-10pm ET as well as being open until midnight on the 4 major deadlines of the year.
• Open most Saturdays & some Sundays from 9am-6pm ET.