Customer Support Associate I

Overview

Customer Support Associate I for a hybrid support organization, handling product/service activation and customer inquiries with technical accuracy.

What you'll do

• Execute tasks for activation of products, features, and services for a global customer base.
• Review and analyze URLs to determine their purpose/content and assign appropriate categories.
• Manage inbound customer inquiries and route them to specialized internal teams.
• Collaborate cross-functionally to ensure successful delivery of complex services and technical features.
• Own customer-facing interactions for critical projects, including updates on data center migrations and infrastructure changes.

What you'll need

• Integrate AI tools into daily workflows to enhance problem-solving.
• At least 2 years of dedicated experience in a customer service or support environment.
• Foundational understanding of networking concepts, including the OSI model.
• Expertise in customer interaction, project management, and disciplined time management.
• Ability to rapidly learn and apply new organizational processes, policies, and service knowledge.

Nice to have

• Good understanding of TCP/IP protocols and general networking architecture.
• CCNA certification or equivalent technical validation.
• Direct experience managing high-touch customer engagements or communicating technical migration details.

Details

• Hybrid role reporting to the Senior Manager, Customer Services in the Customer Success Organization department.