Dotmatics · Global
We are looking for a Customer Support Associate to join our Customer Success Group. This role thrives on solving complex problems, communicates clearly under pressure, and takes genuine ownership of their accounts and cases.
About the Role
You'll join a collaborative, global team pushing the boundaries of scientific innovation.
Your ideas and efforts will have a tangible impact, accelerating scientific progress and discovery.
Responsibilities
Own resolution of incoming and escalated support cases including basic product troubleshooting, license transfers, account setup, software installation and activation, quoting and order processing, and requests that require deeper investigation or judgment.
Partner with Sales on compliance, quoting, and order processing for key accounts, when applicable.
Work across multiple software products and support platforms.
Collaborate with Finance, DevOps, Product, and Quality Assurance to drive timely, complete resolution of technical and account-level issues.
Write clear, thoughtful responses to complex customer situations and work with the team to determine the best path to resolution.
Lead projects tied to payment collections, customer intelligence, account data hygiene, and content campaigns that improve the customer experience.
Track and actively manage the health of your customer accounts/engagements, with CSAT as a primary measure of success.