Support Associate

About Middesk

Middesk’s mission is to make it easier for businesses to work together through building the best-in-class business identity platform. Our APIs allow B2B companies to access the information, insights, and documentation they need to onboard and transact with their customers. Our products help product, risk, and finance teams make informed regulatory compliance and commercial credit decisions, confirm that suppliers meet federal and state licensing requirements, and register their customers with the necessary government agencies.

The Role

As part of Middesk’s Customer Experience team, you will play a central role in ensuring our customers continually find value in our products by answering their questions and troubleshooting any issues that arise. Your contributions will directly impact how our customers use the Middesk product.

We’re looking for someone who is excited to work with our customers and deliver best-in-class support by going above and beyond to exceed customer expectations. As a Support Associate, you will be a critical part of our support experience, with the opportunity to help us continuously develop a product that our customers love. You will do this by supporting our customers daily, listening to their feedback, and serving as their advocate internally.

What You'll Do:

• Develop a deep understanding of Middesk’s products and services to effectively address customer inquiries and issues.
• Provide prompt, friendly, and knowledgeable support to customers through various channels, including email, chat, and phone.
• Collaborate closely with the Product, Engineering, and GTM teams to identify and troubleshoot product issues, ensuring timely resolution.
• Document customer interactions and issues accurately to help inform product improvements and enhance the customer support experience.
• Assist in creating and maintaining support resources, such as FAQs, help articles, and training materials, to empower customers and reduce common inquiries.
• Monitor and report on customer support metrics, using data to identify trends, improve processes, and elevate the customer experience.

What We’re Looking For:

• 1-2 years of experience in customer support, customer service, or a related field, preferably within a SaaS or technology-driven environment.
• Strong communication skills with the ability to convey complex information clearly and empathetically.
• Demonstrated ability to troubleshoot technical issues and provide practical solutions.
• Exceptional attention to detail with the resourcefulness to find solutions and resolve issues effectively.
• Experience working with support ticketing systems and CRM tools.
• A proactive problem-solver with a customer-first mindset, able to work independently and as part of a team.
• Familiarity with industry trends and a desire to continually learn and grow within the support function.