Product Support Associate

Job Summary

To support a growing customer base, the full-time remote Product Support Associate will provide exceptional service via email, phone, and chat, while developing knowledge of SafeSend's product suite and the tax and accounting industry.

Key responsibilities

• Respond promptly and professionally to customer inquiries, delivering technical support and troubleshooting software-related issues
• Document customer interactions accurately and collaborate with internal teams to communicate feedback and support product improvements
• Maintain a customer satisfaction score at or above 90% while developing support skills through training and mentorship

Required qualifications

• High school diploma or equivalent required; associate degree or equivalent experience preferred
• 1+ years of experience in a customer-facing role, preferably in the tax, accounting, or finance industry
• Proven experience in a technical support role with knowledge of troubleshooting methodologies
• Above average computer skills, including proficiency with Microsoft Office Suite and experience with SaaS software
• Ability to maintain confidentiality and handle sensitive customer information with integrity