Digital Customer Support Associate in United States at Jobgether
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Job Description
This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Digital Customer Support Associate in the United States.
This role is centered on providing responsive, high-quality support to users of enterprise customer-facing digital platforms through phone, email, and online ticketing systems. You will serve as a primary point of contact, helping users troubleshoot technical issues, resolve service disruptions, and navigate system functionality. The position requires strong communication skills, structured problem-solving, and the ability to work efficiently in a fast-paced support environment. You will assess issue urgency, document incidents accurately, and work toward first-contact resolution whenever possible. When escalation is needed, you will ensure proper routing and follow-up to maintain service continuity. This is a collaborative, mission-driven environment where accuracy, empathy, and reliability are essential to delivering a seamless customer experience.
- Provide first-line technical and functional support to users via phone, email, and digital ticketing systems for enterprise customer-facing portals.
- Log, document, and track all customer interactions and incidents with accuracy, ensuring proper detail capture in ticketing systems.
- Assess issue severity and prioritize requests based on defined service standards and business impact.
- Troubleshoot and resolve issues using documented solutions, knowledge base articles, and established procedures.
- Escalate complex issues to second-level support teams and ensure appropriate follow-up through resolution.
- Communicate system outages, updates, and service disruptions to users through approved communication channels.
- Collaborate with internal departments to support issue resolution and contribute to continuous improvement of support processes and documentation.
- High school diploma or GED required; additional education or relevant certifications are a plus.
- Minimum of 2 years of experience in customer support, technical support, or a related service desk environment.
- Strong troubleshooting and problem-solving skills with the ability to work through structured support workflows.
- Excellent verbal and written communication skills with a strong customer service mindset.
- Ability to manage multiple requests simultaneously while maintaining attention to detail and accuracy.
- Familiarity with ticketing systems, support procedures, and knowledge base usage.
- Strong organizational skills and ability to prioritize tasks based on urgency and impact.
- Ability to remain calm and effective when handling critical or high-impact incidents.
- Day-one healthcare coverage including medical, dental, and vision insurance.
- Coverage options for domestic partners and eligible dependents.
- Fully remote work arrangement with structured full-time schedule.
- Stable employment within a large, mission-driven healthcare environment.
- Collaborative workplace culture focused on kindness, learning, innovation, and safety.
- Opportunities to contribute to process improvement and support documentation development.
- Inclusive work environment committed to diversity, equity, and equal opportunity employment.