Support Associate

About the role

• The Support Associate is a critical contributor to the Support & Operations function, responsible for handling inbound requests, triaging issues, and ensuring smooth operational flow across the organization. This role acts as a first-line support contact, delivering high-quality service to internal stakeholders and customers while maintaining strong documentation, clear communication, and effective cross-functional collaboration. This is an India-based role that requires consistent work during Eastern Standard Time (EST) or Pacific Standard Time (PST) hours to support North American teams. 

What you'll do

1. Case Intake & Management 

• Serve as the initial point of contact for support requests across email, ticketing systems, chat, and phone. 

• Log, categorize, and prioritize issues accurately in platforms such as Salesforce or JIRA. 

• Conduct first-level troubleshooting and provide quick resolutions when feasible. 

• Track, monitor, and meet SLA expectations for responsiveness and case handling. 

2. Issue Triage & Resolution 

• Diagnose common platform, access, or workflow issues using standard operating procedures. 

• Educate internal teams on tools, systems navigation, and troubleshooting steps. 

• Escalate complex issues with clear and complete documentation to the appropriate teams. 

• Follow up on escalations to ensure timely resolution and closure. 

3. Stakeholder & Cross-Functional Collaboration 

• Partner with Product, Engineering, Customer Success, Operations, and Sales to resolve issues efficiently. 

• Support internal teams with access setup, troubleshooting, and information requests. 

• Provide ongoing updates and communication to stakeholders throughout case lifecycles. 

4. Reporting & Operations Excellence 

• Maintain high-quality case notes and data hygiene within support systems. 

• Analyze inbound volume trends, recurring issues, and workflow bottlenecks. 

• Assist with generating operational reports, dashboards, and insights for leadership. 

• Contribute to improvements in SOPs, knowledge base articles, templates, and support processes. 

5. Customer Service & Experience 

• Deliver responsive, professional, and empathetic communication across all channels. 

• Provide guidance on platform usage, best practices, and system features. 

• Identify opportunities for efficiency improvements, self-service content, and user support enhancements. 

Qualifications

Required 

• Bachelor's degree or equivalent professional experience. 

• Based in India with the ability to work full EST or PST shift hours without exception. 

• 1–3 years in Support, Operations, Customer Service, or similar roles. 

• Excellent written and verbal communication skills. 

• Strong attention to detail, organization, and time management. 

• High degree of ownership, accountability, and self-motivation. 

• Proficiency with digital tools and ability to learn new systems quickly. 

Preferred 

• Experience with ticketing or case management tools (e.g., Salesforce, JIRA, Zendesk) 

• Previous work supporting North American customers or internal teams. 

• Ability to analyze trends, identify patterns, and recommend improvements. 

• Understanding of operational workflows, process documentation, and continuous improvement. 

Working Hours 

• Candidates must commit to strict adherence to EST (8 am–5 pm) or PST (8 am–5 pm) work hours. 

• Flexibility for occasional extended hours during major incidents or high-priority escalations. 

What You Will Gain 

• Experience working with global stakeholders across multiple functions. 

• Exposure to case management, operations, analytics, and process improvement practices. 

• Career growth opportunities in Support Operations, Program Management, Customer Success, and Product Operations. 

• A collaborative and supportive culture that values learning, accountability, and continuous improvement.