[Remote] Customer Support Associate

Note: The job is a remote job and is open to candidates in USA. Navigate360 is a company focused on customer operations, and they are seeking a Customer Support Associate to be the primary point of contact for transactional customer support requests. The role involves handling high-volume support interactions, coordinating follow-ups, and maintaining service quality across all customer touchpoints.

Responsibilities

• Answer Inbound Calls: Serve as the primary handler of inbound customer calls, addressing transactional support requests promptly, professionally, and accurately
• Process Transactional Support Requests: Manage routine, high-volume customer inquiries including account updates, order status checks, billing questions, and general information requests, ensuring quick resolution or appropriate escalation
• Coordinate Customer Follow-Ups: Assist the support team by managing follow-up communications with customers on open cases, ensuring timely updates and closure of outstanding requests
• Maintain Accurate Records: Document all customer interactions, call notes, and follow-up activities in the appropriate systems to ensure consistent and complete case histories
• Support Queue Management: Monitor and assist in managing support queues and ticket workflows, helping the team maintain response time targets and reduce backlog
• Escalate When Necessary: Identify issues that require advanced support or specialized knowledge and route them to the appropriate team member or department
• Adhere to Service Standards: Follow established protocols, scripts, and quality guidelines to deliver a consistent and positive customer experience on every interaction
• Collaborate with the Support Team: Partner with Customer Service Representatives and team leads to coordinate workload, share information, and ensure seamless customer handoffs
• Utilize Technology Tools: Demonstrate working knowledge of Salesforce, PC and Mac operating systems, and Microsoft Office 365 Applications to manage cases and communications efficiently
• Stay Informed: Maintain up-to-date knowledge of company products, services, policies, and procedures to accurately support customer needs
• Provide Feedback: Share observations and insights with management to help identify process gaps and opportunities to improve support workflows
• Perform Additional Tasks: Undertake other duties as assigned to support the overall objectives of the Customer Operations Department

Skills

• Serve as the primary handler of inbound customer calls, addressing transactional support requests promptly, professionally, and accurately
• Manage routine, high-volume customer inquiries including account updates, order status checks, billing questions, and general information requests, ensuring quick resolution or appropriate escalation
• Assist the support team by managing follow-up communications with customers on open cases, ensuring timely updates and closure of outstanding requests
• Document all customer interactions, call notes, and follow-up activities in the appropriate systems to ensure consistent and complete case histories
• Monitor and assist in managing support queues and ticket workflows, helping the team maintain response time targets and reduce backlog
• Identify issues that require advanced support or specialized knowledge and route them to the appropriate team member or department
• Follow established protocols, scripts, and quality guidelines to deliver a consistent and positive customer experience on every interaction
• Partner with Customer Service Representatives and team leads to coordinate workload, share information, and ensure seamless customer handoffs
• Demonstrate working knowledge of Salesforce, PC and Mac operating systems, and Microsoft Office 365 Applications to manage cases and communications efficiently
• Maintain up-to-date knowledge of company products, services, policies, and procedures to accurately support customer needs
• Share observations and insights with management to help identify process gaps and opportunities to improve support workflows
• Undertake other duties as assigned to support the overall objectives of the Customer Operations Department

Company Overview