What are the responsibilities and job description for the Support Associate position at Middesk?
About Middesk
Our goal is to make it easier for businesses to work together. Since 2018, we have been a leading disruptor in the business identity market. While consumer identity technology has seen significant modernization and digitization over the past decade, business identity and verification largely continues to be a manual process, specifically in the context of onboarding businesses to receive access to financial products and services. Our best-in-class business identity platform provides access to complete, up-to-date information that financial services institutions and fintechs need to make educated decisions about their customers and facilitate rapid onboarding and transacting. Our vision is that every company can instantly gain access to all the data, products, and services they need to establish and grow their business with ease. Middesk came out of Y Combinator, is backed by Sequoia Capital and Accel Partners, and was recently named to Forbes Fintech 50 List and cited as an industry leader in business verification by digital identity strategy firm, Liminal.
The Role
As part of Middesk's Customer Experience team, you will play a central role in ensuring our customers continually find value in our products by answering their questions and troubleshooting any issues that arise. Your contributions will directly impact how our customers use the Middesk product.
We're looking for someone who is excited to work with our customers and deliver best-in-class support by going above and beyond to exceed customer expectations. As a Support Associate, you will be a critical part of our support experience, with the opportunity to help us continuously develop a product that our customers love. You will do this by supporting our customers daily, listening to their feedback, and serving as their advocate internally.
What You'll Do :
- Develop a deep understanding of Middesk's products and services to effectively address customer inquiries and issues.
- Provide prompt, friendly, and knowledgeable support to customers through various channels, including email, chat, and phone.
- Collaborate closely with the Product, Engineering, and GTM teams to identify and troubleshoot product issues, ensuring timely resolution.
- Document customer interactions and issues accurately to help inform product improvements and enhance the customer support experience.
- Assist in creating and maintaining support resources, such as FAQs, help articles, and training materials, to empower customers and reduce common inquiries.
- Monitor and report on customer support metrics, using data to identify trends, improve processes, and elevate the customer experience.
What We're Looking For :
