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Customer Support Associate - EST at Trayt.Health. At Trayt Health, we’re looking for a motivated and customer-focused individual to join our team as a Customer Support Associate. As a member of our Customer Support team, you will play a crucial role in ensuring our customers receive exceptional assistance and prompt solutions to their inquiries. Your excellent communication skills, problem-solving abilities, and friendly demeanor will contribute to the overall success of our customer support efforts..  . This role will report to the Customer Support Manager at Trayt Health. . Key Responsibilities:. ·      . Monitor support tickets & Troubleshoot: . Understand customer concerns, troubleshoot technical issues, and prepare the response to customers. . ·      . Escalate Complex Issues:. Identify and escalate complex or unresolved issues to senior support personnel or relevant departments, ensuring timely and effective resolution.. ·      . Ensure Customer Satisfaction:. Strive to exceed customer expectations by delivering a positive and personalized support experience. Build rapport and maintain a friendly and empathetic attitude towards customers.. ·      . Product Knowledge & Understanding of Workflows:. Develop a deep understanding of Trayt products and business to provide informed assistance and product recommendations to customers. Develop a strong understanding of the workflows implemented.. ·      . Contribute to Knowledge Base & Help Materials:. Assist in creating and updating the customer support knowledge base & help content by providing input on frequently asked questions and best practices.. ·      . Document and Track Interactions:. Maintain detailed and accurate records of customer interactions, inquiries, and resolutions using our customer support software. Utilize this information to improve response times and enhance the overall customer experience.. ·      . Stay Updated:. Keep up-to-date with changes in company policies, products, and services to provide accurate and up-to-date information to customers.. ·      . Collaborate with Team:. Work closely and collaboratively with other colleagues at Trayt including engineering and product managers to troubleshoot and resolve customer issues. . To be successful in this role you:. ·      2-4 years of experience handling customer-facing troubleshooting, with a focus on technical troubleshooting. ·      Bachelor’s degree preferred or equivalent experience required. ·      Excellent verbal and written communication skills.. ·      Strong problem-solving abilities and a passion for helping customers.. ·      Empathetic and patient attitude towards customers' concerns and inquiries. ·      Ability to adapt and learn quickly in a fast-paced environment. ·      Proficiency in using customer support software, email, and basic office applications.. ·      Hyper-organized and detail-oriented, with excellent written and verbal client-facing communication skills.. ·      Good judgment and the ability to handle sensitive and confidential information with discretion.. ·      Will need to cover US Eastern Time Zone hours. Bonus:. ·      Technical proficiency with online tools and systems, including Google Suite, JIRA, and ticket-management systems (ZenDesk) as well as office applications such as spreadsheets and presentation software (Excel, Powerpoint, etc). ·      Experience in preparing customer-facing educational materials (articles, process docs). ·      Passionate about mental health as well as patient privacy. Company Location: United States.