Support Associate

About the role

As a Support Associate, you are the first point of contact for our clients, helping them navigate challenges, resolve issues, and maximize the value of our platform. Whether working with our Business or E-commerce customers, your role is to provide exceptional customer service through various channels, including phone, chat, email, web, and social media.

At the heart of our mission, you'll play a crucial role in supporting clients who serve the most vulnerable members of society, ensuring they can deliver impactful care. You will manage client queries with a sharp focus on resolving issues within SLA guidelines, logging all interactions in Salesforce, and ensuring satisfaction by de-escalating any potential conflicts.

Beyond problem-solving, you'll follow up diligently to provide a seamless support experience.

Your success in this role will rely on a helpful attitude, strong communication skills, and the ability to thrive in a fast-paced, evolving environment. Flexibility, multitasking, and effective time management are essential as you handle multiple priorities and drive continuous improvement in the support experience. We're looking for someone who is not just capable but also passionate about making a difference-both for our clients and the people they care for.

What You'll Be Doing

• Provide quick response times and quality support to our clients via available channels, with work focusing on tickets of a transactional nature
• Work collaboratively in a team environment to help answer questions, share knowledge, and shadow/reverse shadow with new employees during their onboarding
• Other duties as assigned

You've Got What IT Takes If You Have

• Client Relationship Management: effectively manage and nurture client relationships to achieve mutual success
• Client Discovery: ability to understand a client's needs and challenges, assessing the fit for the solution(s), and building a foundation for successful engagements and a long-term relationship
• CRM Tool Management: utilizing CRM tools to manage clients, track interactions, maintain accurate records, encompassing all data, processes, and workflows
• Relias Platform Knowledge: understand and effectively utilize the features, functionalities, and tools of the Relias Platform
• Relias Product Knowledge: understand and effectively utilize the features, functionalities, and tools of Relias Products

You've Got What IT Takes If You Have

• Bachelor's Degree

IT Would Be Ideal If You Have

• Previous customer service experience
• Experience with a Customer Relationship Management tool
• Able to read, write and speak Spanish proficiently

What Can Relias Offer You?

• Fantastic health and wellness benefits package, including an outstanding 401k match, a flexible PTO program, and a generous and inclusive parental leave policy. Additionally, Relias pays for the employee portion of the monthly healthcare premium!
• Flexible work environment with onsite and work from home options - you choose when you want to come into the office!
• Active Employee Resource Groups open to all employees!
• Comprehensive onboarding program - a great introduction to our company, customers and culture!
• Growth and career advancement opportunities!
• Promotes internal mobility and career growth aligned with evolving business needs
• Multiple development program options - leadership development, professional development curriculums, and Nanodegree options in both technology and data science
• Professional development gained from conference attendance and participation in organizations like NC Tech
• Onsite 321 Coffee Shop providing free coffee and pastries to employees

In Office Requirement

• Relias values collaboration and wants to ensure that our team members have opportunities to work with their teams regularly for professional development opportunities.
• Our flexible hybrid work environment requires that you live in the state of North Carolina, within a commutable distance to our office (~1-hour commute).
• You would be expected to work in our Morrisville, NC Headquarters (close to the Raleigh/Durham airport) approximately 30 days/quarter.

All your information will be kept confidential according to EEO guidelines.

Disclosure requirements pertaining to the collection of your personal data:

• Responsible for processing the information provided in your application is the company specified in the job advertisement, with its registered office as indicated.
• The company processes your data for the purpose of establishing an employment relationship on the basis of Art.
• 6 (1) b GDPR / Section 26 (1) sentence 1 BDSG.

• The retention period for your data is determined by the statutory time limits applicable in the respective country, beginning upon completion of the recruitment process. You can find these here.
• You can contact the company's Data Protection Officer at the above-mentioned postal address.
• Further information on data protection and your rights can be found here.
• Recruiting-Platform powered by SmartRecruiters.