Customer Support Associate

Job Description

Salary:

Customer Support Associate

The Customer Support Associate is responsible for delivering outstanding technical product support to customers through multiple communication channels including phone, email, and chat. This role serves as the first point of contact for customers and is critical in ensuring customer satisfaction and loyalty. The ideal candidate is a personable, empathetic, and solutions-driven individual who thrives in a fast-paced environment and is committed to upholding and promoting our companys core values. *This entry level position is specifically for supporting our west coast customers and will work the hours of 11:00 am 8:00 pm EST. This is a remote role, however preference will be given to candidates located in Ohio.*

Required:

Associate or Bachelors degree in Computer Science, Information Systems, or related field, or equivalent experience

Proficient in Microsoft Office applications

Authorization to work in the United States

Desired:

Strong familiarity with Windows, Android, and iOS environments

Experience with ticketing systems, relational databases, document management systems, and web applications

What youll be doing:

Effectively troubleshoot and resolve end user issues by identifying root causes, test solutions, and help customers implement fixes

Perform timely follow up and case updates to meet customer service level agreements (SLAs) and team key performance indicators (KPIs)

Document and manage support communications using internal tools, email, phone, and chat

Provide product training to users to facilitate product usage

Demonstrate a friendly and casual rapport when interacting with customers

Properly escalate unresolved issues and requests to other departments for assistance resolving (product development, account management, sales, etc.)

Draft knowledge base articles and update internal systems with knowledge

Works under close to moderate supervision with latitude for independent judgment.

Ensures client and case confidentiality.

Promotes and fosters an environment and culture of inclusion and equity.

Performs other job-related duties as assigned.

You may be a good fit for our team if you have the following

Key Competencies

Technical Troubleshooting: Strong understanding of troubleshooting methods, including identifying root causes, testing solutions, and resolving technical issues across Windows, Android, and iOS platforms.

Customer Support: Demonstrated ability to provide exceptional service by actively listening, clarifying expectations, and building effective relationships with users.

Problem Solving: Approaches problems analytically and creatively, using data and experimentation to identify effective solutions.

Time Management: Effectively prioritizes tasks, manages workload independently, and meets deadlines in a fast-paced environment.

Team Collaboration: Works well in a team environment, maintains open communication, and contributes to a positive, supportive culture.

Skills

Clear Communication: Excellent written and verbal communication skills, including the ability to explain technical concepts to nontechnical audiences.

Knowledge Base Development: Experience creating clear, concise, and user-friendly documentation to support internal teams and end users.

Interpersonal Skills: Approachable and professional demeanor with the ability to build rapport, manage conflict, and handle sensitive conversations with diplomacy.

Self-Management: Proven ability to work independently while keeping team members informed on progress and updates.

Abilities

Communicate Across Audiences: Able to translate complex technical information into easy-to-understand language.

Maintain Confidentiality: Understands and adheres to policies related to data privacy and information security.

Work Under Pressure: Remains calm and effective when handling multiple tasks or high-tension situations.

Support Team Goals: Willingness to step in and assist teammates, contribute to shared goals, and promote a collaborative work environment.

What we provide:

Medical, dental, and vision insurance with an H.S.A. option

Short- and long-term disability

Company paid basic life insurance

401(k) with 3.5% company match and immediate vesting

Free financial education and consultation

Wellness program that helps you earn lower premiums

Robust EAP program that includes free therapy sessions, lifestyle coaching, legal/ID theft services, and more

12 weeks fully paid parental leave

Up to $5,000 adoption fee reimbursement

$500 wellness reimbursement after 60 days of employment

Generous PTO policy and 10 company paid holidays

Company paid cell phone plan

Find yourself checking a lot of these boxes but doubting whether you should apply?Studies have shown that women and people of color are less likely to apply to jobs unless they meet every qualification. At Northwoods, we are dedicated to building a diverse, inclusive, and authentic workplace, so if you are excited about this role but your experience doesnt align perfectly with every qualification in the job description, we encourage you to apply anyway. You may be just the right candidate for this or other roles. Northwoods is committed to diversity in its workforce and is proud to be an equal opportunity employer. We are excited to work with talented people, period. All employment decisions are based on business needs, job requirements, and individual qualifications, without regard to race, color, religion or belief, national or ethnic origin, gender, age, disability, sexual orientation, gender identity and/or expression, marital or civil status, political affiliation, family or parental status, or any other status protected by the laws or regulations in the jurisdictions in which we operate.

Who is Northwoods?

Northwoods makes software solutions that improve the quality of the life of case managers and social workers in the Health and Human Services (HHS) field. Recognized as one of Columbustop places to work,working at Northwoods means being part of a team thats passionate about making an impact on the lives of HHS professionals and the families they serve.

We believe in creating a culture of inclusivity and accountability seeking to hire professional, passionate and driven individuals that believe in the values that we believe in:

Curiosity Willing to test assumptions, courage to ask questions, and active listening.

Community Helping and mentoring each other, celebrating diversity and acknowledging our team members contributions.

Resourcefulness Willing to try and fail. Asking for help and trusting the expertise of our team.

Stewardship Safeguarding Northwoods values, culture, mission, and resources.

We believe that our team members are all accountable adults, not only to themselves but to each other, and we treat them that way. Our team works incredibly hard and is proven through dedication to their craft and our mission.

Our Solutions

Our products are designed for state and county social care program areas, including child welfare, childcare, child support, economic assistance and adult & aging agencies. These solutions leverage technology to allow case workers and social workers to easily collect, store, manage, and share case content and data more efficiently. By simplifying processes, our customers can spend more time engaging with the families they serve, make better informed decisions and achieve better outcomes.

TraverseA SaaS solution that allows for easy, on-the-go access to case files, case work and interview forms and intelligent insights on case content and materials, which lead to better engagement and better outcomes.

CompassCompass solution is some of our longer standing software that supports multiple markets for both state and county customers. Our focus on reducing time wasted on paperwork and administrative burdens allows case workers to better serve families in need.

Case Aide Services - Our trusted team of experienced child welfare professionals becomes an extension of agency staff supporting them with administrative tasks such as referral and records requests, compiling documents for court, and document organization. Workers can focus on fostering healthier families without sacrificing their own well-being.

remote work

Fully remote