User Support Associate

Job Title: User Support Associate (Junior to Senior)
Position Type: Permanent
Pay Range: $20-26/hour, (40 hours/week)
Location: Remote USA;  Scottsdale, AZ (Hybrid) highly preferred
Contact: [email protected]
Job Description:
Are you passionate about helping people and shaping their experience on a major digital platform? We are looking for a dedicated and empathetic User Support professional to serve as a primary point of contact for a vibrant user community. We are hiring for this role across multiple levels of seniority, and the scope of responsibility will align with your experience. You will play a crucial part in ensuring users have a positive, seamless, and safe experience by resolving their inquiries with speed and care.
What You'll Do:

• Serve as the first line of support, managing and resolving a high volume of user inquiries through an email-based ticketing system.
• Master a suite of internal tools and established guidelines to effectively troubleshoot a wide range of user issues, from account access to technical difficulties.
• Strive for first-contact resolution, providing comprehensive and accurate solutions that leave users feeling heard and supported.
• Identify and flag emerging trends, bugs, or common user frustrations, escalating them to the appropriate internal teams to help drive platform improvements.
• Consistently achieve and exceed key performance indicators for efficiency, quality of support, and user satisfaction.
• Collaborate effectively with team members and other departments to ensure a cohesive and best-in-class support experience.

Ideal Candidate Profile:

• Experience: You have at least 1 year of professional experience in a customer-facing support role (e.g., customer service, user support, technical support). More experienced candidates are encouraged to apply.
• Written Communication: You are an excellent writer with the ability to communicate with a clear, concise, and empathetic tone suitable for email and ticket-based support.
• Technical Aptitude: You're comfortable with technology, proficient with computers and CRM software, and can learn new tools and systems quickly.
• Problem-Solver: You possess a curious and analytical mindset, capable of investigating complex issues and identifying the best path to resolution.
• Time Management: You excel at multitasking and prioritizing in a dynamic, high-volume environment without sacrificing the quality of your work.
• Team Player: You are reliable, accountable, and work well with others to achieve shared goals.
• A high school diploma or equivalent is required.

Important Considerations:

• A key function of this role is to help maintain a safe and welcoming online environment. This involves reviewing user-generated content that can be sensitive, graphic, or emotionally challenging. Resilience and a strong commitment to self-care are essential.
• This is a hybrid role requiring team members to work from our Scottsdale office three days per week to enhance collaboration. Please note that this model is subject to periodic review.

About Us:
Founded in 2009, IntelliPro is a global leader in talent acquisition and HR solutions. Our commitment to delivering unparalleled service to clients, fostering employee growth, and building enduring partnerships sets us apart. We continue leading global talent solutions with a dynamic presence in over 160 countries, including the USA, China, Canada, Singapore, Japan, Philippines, UK, India, Netherlands, and the EU.
IntelliPro, a global leader connecting individuals with rewarding employment opportunities, is dedicated to understanding your career aspirations. As an Equal Opportunity Employer, IntelliPro values diversity and does not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, genetic information, disability, or any other legally protected group status. Moreover, our Inclusivity Commitment emphasizes embracing candidates of all abilities and ensures that our hiring and interview processes accommodate the needs of all applicants. Learn more about our commitment to diversity and inclusivity at https://intelliprogroup.com/.