Customer Support Specialist, Infinity

Accountabilities:: Manage incoming customer support requests across phone, chat, and email, triaging inquiries, creating tickets when necessary, and ensuring issues are resolved efficiently. Provide professional and accurate assistance on a wide range of requests, from password resets and functionality questions to more complex technical issues. Deliver real-time customer support and maintain consistent follow-up to ensure timely resolution and a positive client experience. Research complex issues thoroughly by reviewing historical data, previous tickets, internal documentation, and available team knowledge to identify effective solutions. Collaborate closely with Developers, Business Analysts, and other internal stakeholders to investigate issues and develop client-focused resolutions. Participate actively in team meetings, training sessions, webinars, and knowledge-sharing activities. Gather and communicate client feedback and enhancement requests to Product and Development teams. Support customers through product updates and new releases by providing guidance and training on new functionality. Contribute to continuous learning, documentation, knowledge sharing, and improvements to support processes and workflows. Adapt to evolving support technologies, including automated ticketing systems, chatbots, and AI-enhanced help desk tools. Requirements At least 2 years of experience in technical customer support, ideally within a startup, scale-up, or other fast-paced environment. Strong service-oriented and solution-focused approach, with the initiative and autonomy to investigate and resolve customer issues independently. Availability to work from 9:00 a.m. to 5:00 p.m. Pacific Time (PST) . Proficiency with Microsoft Office, databases, and remote access tools. Ability to quickly learn new technologies, software releases, and product functionality. Comfortable working with emerging support technologies such as chatbots, automated ticketing platforms, and AI-enhanced help desk systems. Strong analytical, critical-thinking, problem-solving, organizational, and attention-to-detail skills. Ability to identify patterns, reference previous resolutions, and build on existing documentation when troubleshooting issues. Excellent verbal and written communication skills, with the ability to build trust and maintain strong customer relationships. Ability to explain technical information clearly to non-technical audiences and communicate confidently with customers at different levels. Strong collaboration skills and the ability to work effectively within a fully remote team. Responsive, professional, and able to exercise sound judgment while maintaining appropriate tone, timing, and clarity in customer interactions. Respect for diverse perspectives and commitment to an inclusive, collaborative working environment. Benefits Full-time, fully remote position within the United States. Working hours aligned with 9:00 a.m.–5:00 p.m. Pacific Time. Opportunity to support a portfolio of 20–40 clients across the United States and Canada. Exposure to complex, highly customizable software solutions and regular product enhancements. Opportunity to provide technical support, troubleshooting, and customer training. Collaborative remote environment with a strong focus on knowledge sharing and continuous improvement. Coaching-oriented management and support for individual professional development. Continuous learning and opportunities for internal mobility and career advancement. Opportunity to contribute directly to customer outcomes and a mission focused on expanding access to financial services. Medical, prescription, dental, and vision insurance for eligible employees. 401(k) retirement savings plan. Paid time off and holidays. Additional employee benefits and accommodations available throughout the selection process.