SID Global Solutions
Website:
sidgs.com
Job details:
We are looking for Customer Service Associates to be the front line for our customers. This role will handle inbound questions, troubleshoot issues, and ensure customers have a smooth experience using our product. You will work closely with Product, Program and Engineering teams to resolve issues and improve customer experience. Core Responsibilities Customer Support:
- Respond to customer inquiries via email, chat, and ticketing tools.
- Triage, troubleshoot, and resolve product issues.
- Escalate complex technical problems to engineering with clear documentation.
- Follow up with customers to ensure issues are fully resolved. Customer Experience:
- Maintain a high level of empathy and professionalism in all interactions.
- Identify recurring issues and suggest improvements to reduce support volume.
- Create and update help center articles, FAQs, and support documentation. Operations & Process:
- Track support metrics (response time, resolution time, CSAT).
- Help build and improve support workflows and playbooks.
- Collaborate with Product/Engineering to share customer feedback. Required Skills & Qualifications Must-Have:
- 1–3 years of customer support or customer-facing experience
- Excellent written and verbal communication skills.
- Strong problem-solving and troubleshooting ability.
- Highly organized and detail-oriented.
- Comfortable working in a fast-paced, ambiguous environment. Nice-to-Have:
- Experience with ticketing tools.
- Experience working with customers in construction / finance.
- Basic technical skills (SQL, APIs, or debugging workflows)
- Experience creating help center or knowledge base content.
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