Customer Support Assistant
full-time
About this role
We are looking for a detail-oriented Customer Support Assistant to join our team and become a true product expert. In this role, you’ll do more than just answer tickets; you’ll manage complex project setups, draft SOPs, and contribute to our growing knowledge base.
Want to learn more about the core responsibilities?
Here's our ideal candidate:
What’s in it for you:
Want to learn more about the core responsibilities?
- Ticket support through Zendesk.
- Track feedback/requests in client-provided platform.
- Escalate Tier 2 inquiries when necessary.
- Answer customer inquiries via email, calls, and other communication platforms with templated responses
- Follow checklist/template instructions for ad hoc projects.
- Learn the client platform over onboarding, 90-day training, and become product experts
- Analyze tickets for catered responses
- Form fills in Adobe Acrobat
- Project setups per checklists for account or general setup (data transfer and document creation)
- Create Knowledge base articles - with AI and grammar tools, with client review
- Coordinate with team members across the customer support group
- KPIs: 1-2 hour ticket solve rate (quick-turnaround SLA), and the customer satisfaction rate.
Here's our ideal candidate:
- 2+ years of experience with client success and/or customer support is a must-have
- 1+ years of experience with Zendesk for ticket management
- Strong written and verbal communication skills.
- Experience with Slack, Zoom, and G-Suite for internal comms (the client also uses Loom, Adobe, Canva, and JumpShare; matching or similar experience works; client also willing to train on additional tools)
- Experience with drafting SOPs.
- Familiarity with construction is great, Saas experience ideal.
What’s in it for you:
- 100% Remote Work
- Incentives: Attendance, Referral, and Anniversary
- PTO and Paid Holidays
- Maternity and Paternity Leaves
- Health Insurance
- Hourly Rate: starts at $4.5 (still open for discussion)
What you'll do
- The Customer Support Assistant will provide ticket support through Zendesk, manage complex project setups, and contribute to the knowledge base. They will also analyze tickets for catered responses and coordinate with team members across the customer support group.
About GrowthAssistant
We provide trained, full time offshore employees to handle manual tasks for campaign management, design and reporting. We help marketing teams focus on brand, strategy and results, leaving their manual, repetitive, implementation work to a qualified Growth Assistant.
Ready to join GrowthAssistant?
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Frequently Asked Questions
What does a Customer Support Assistant do at GrowthAssistant?
As a Customer Support Assistant at GrowthAssistant, you will: the Customer Support Assistant will provide ticket support through Zendesk, manage complex project setups, and contribute to the knowledge base. They will also analyze tickets for catered responses and coordinate with team members across the customer support group..
How do I apply for the Customer Support Assistant position at GrowthAssistant?
You can apply for the Customer Support Assistant position at GrowthAssistantdirectly through Clera. Click the "Apply Now" button above to start your application. Clera's AI-powered platform will help match your profile with this opportunity and guide you through the application process.