Customer Support Associate

Customer Support Associate

Summary/Objective

A Customer Support Associate is trained on isolved processes and platforms for providing exceptional customer service and ensuring client satisfaction. As a front line of support, you will play a crucial role in delivering top-quality service to our clients while contributing to a positive and high-performing work environment.

Key Responsibilities:

• Participate in isolved Base Camp and other customer service training to enhance your knowledge and skills, enabling you to deliver exceptional support to our clients.
• Respond to a large volume of support calls and emails from our clients in a timely and professional manner, ensuring accuracy and attention to detail.
• Maintain a high rate of isolved client retention by delivering superior customer service and addressing client inquiries effectively.
• Conduct research and resolve client inquiries, providing prompt and accurate
• Appropriately escalate complex issues for clients and participants, following our standard operating procedures.

Job Complexity

• Acquires job skills and learns company policies and procedures to complete routine tasks. General knowledge of core elements or concepts within their role.

Interaction

• Works on assignments that are routine or repetitive in nature, requiring limited judgment or subject matter knowledge. Has little or no role in decision-making.

Supervision

• Normally receives detailed instructions on all work. Works under close supervision.

Experience

• Typically requires no previous professional experience.

Minimum Qualifications:

• Highest level of proficiency in written and oral English, enabling you to effectively communicate with clients and colleagues.
• Strong customer service orientation and problem-solving skills, allowing you to deliver solutions that exceed client expectations.
• Excellent interpersonal skills, fostering positive and professional interactions with clients and team members.

Preferred Qualifications:

• Previous experience or exposure in a professional, customer-facing business environment, showcasing your ability to thrive in a customer-centric role.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions outlined above.

Physical Demands

Prolonged periods of sitting at a desk and working at a computer. Must be able to lift up to 7 pounds.

Travel Required

Minimal

Location

In office - hybrid

About isolved

isolved is an employee experience leader, providing intuitive, people-first HCM (Human Capital Management) technology. Our solutions are delivered directly or through our partner network to more than five million employees and 145,000 employers - who use them every day to boost performance, increase productivity, and accelerate results while reducing risk. Our HCM platform, isolved People Cloud, seamlessly connects and manages the employee journey across talent management, HR & payroll, workforce management and engagement management functions. No matter the industry, we help high-growth organizations employ, enable and empower their workforce by transforming employee experience for a better today and a better tomorrow. For more information, visit www.isolvedhcm.com.

isolved is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status. isolved is a progressive and open-minded meritocracy. If you are smart and good at what you do, come as you are. Visit www.isolvedhcm.com/careers for more information regarding our incredible culture and focus on our employee experience. Visit www.isolvedeebenefits.com for a comprehensive list of our employee total rewards offerings.

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