Rubris Inc.

Client Support Associate – Help Desk

Rubris Inc.

full-time

Posted on:

Location Type: Remote

Location: United States

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About the role

  • Provide timeline and professional support to customers through multiple channels (email, ticketing system, phone)
  • Troubleshoot software-related issues, guide users through steps to resolve problems, and escalate more complex issues to higher-level support when necessary
  • Assist customers with onboarding, product setup, and usage guidance, ensuring a smooth client experience
  • Resolve user questions and issues by using your knowledge of the system or escalating the user ticket to one of our product teams for resolution
  • Diagnose and resolve common issues related to software functionality and performance
  • Work closely with our technical teams to stay current on product updates, new features, and common troubleshooting steps
  • Provide clear instructions and documentation to users to help them resolve issues independently when applicable
  • Create, track, and manage tickets in the support system, ensuring timely follow-up and resolution
  • Help prioritize tickets based on urgency, escalating issues appropriately to maintain service level agreements (SLAs)
  • Participate in team meetings to discuss trends, best practices, and areas for improvement as it relates to both our help desk process and software
  • Collect and document feedback from clients to help identify common issues, feature requests, or potential improvements in the product or support processes

Requirements

  • Excellent communicating, listening and documenting skills
  • Ability to solve problems and make people feel heard, understood, and that you care
  • Often seen as a culture carrier and brand ambassador who takes pride in being part of the company
  • Intellectual curiosity – driven to learn all aspects of your role and how it impacts our clients
  • Experience with Freshdesk, Zendesk, or other commonly used support software
  • Strong attention to detail and commitment to accuracy
  • Bachelor’s degree or equivalent
  • Work experience in help desk, customer support, user experience, or retail
  • Experience with law firms, data sets, or software or platform users experience or support a plus
  • Note – this role will require some weekend work as part of the full-time schedule
Benefits
  • 100% remote work (MacBook Pro provided)
  • Fully paid premiums for employee medical, dental, and vision insurance
  • Annual paid time off (PTO) plus 11 paid holidays
  • 401(k) plan with employer contribution that is 100% vested
  • Opportunities to advance, develop, and make an impact as part of a growing company
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
troubleshootingsoftware functionalityticket managementproblem resolutiononboardingproduct setupdocumentationcustomer supportservice level agreementsuser experience
Soft Skills
communicationlisteningproblem-solvingattention to detailintellectual curiosityempathyteam collaborationcustomer advocacyculture carrierbrand ambassador
Certifications
Bachelor’s degree