Support Agent – High-Volume
Job Description:
- Provide timely, professional, and accurate responses to clients via phone, email, and chat.
- Document all customer interactions and case details within the case management system.
- Submit and document bug reports or product issues within Jira as appropriate.
- Collaborate with Product and Engineering teams when escalation is required.
- Manage personal case queue and prioritize tickets in accordance with SLAs.
- Guide customers on product features, best practices, and workflows to drive successful product adoption.
- Identify recurring issues, trends, and product feedback and communicate insights to internal stakeholders.
- Contribute to and maintain internal knowledge base articles, FAQs, and troubleshooting documentation.
- Develop product expertise and support cross-functional teams as knowledge grows.
- Assist in onboarding and training initiatives as experience and expertise develop.
- Meet or exceed defined support performance metrics, including response time, resolution time, ticket quality, and customer satisfaction (CSAT).
Requirements:
- 2–3 years of experience in a client-facing support role (phone, email, or chat).
- 2–3 years of experience supporting or troubleshooting web-based or SaaS applications.
- Fluency in English required; Spanish fluency strongly preferred.
- Demonstrated empathy, patience, and ability to remain calm under pressure.
- Strong technical, analytical, and troubleshooting skills.
- Outstanding attention to detail and accuracy.
- Ability to manage and prioritize multiple tasks simultaneously.
- Working knowledge of CRM, ticketing, or customer support platforms (e.g., Salesforce, Zendesk, Jira) preferred.
- Basic understanding of SaaS applications, browser troubleshooting, and system configurations preferred.
- Bachelor’s degree or equivalent experience preferred.
Benefits:
- Affordable Health & Wellness Coverage – comprehensive and competitive benefits package, starting the first of the month following your hire date.
- Invest in Your Future – 401(k) company match to help you build financial security.
- Time to Recharge – We believe time to rest and recharge matters. Leap offers a Flexible Time Off (FTO) policy, 10 paid sick days, and 8 paid company holidays.
- Comprehensive Employee Assistance Program (EAP) – resources to support your mental health, financial well-being, and everyday challenges.
- Exclusive Discounts with LifeMart (via ADP) – save on groceries, restaurants, entertainment, pet insurance, cell phones, child care, and more!
- MoveSpring Wellness App – stay active and engaged with company step challenges, workout content, meditation tools, and wellness blogs for a healthier you!
- Culture & Team-Building Activities – we love to connect, celebrate, and grow together through team events, fun challenges, and company traditions like our Annual Summit!
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