Client Support Specialist (Bilingual, French) Atlanta, US Remote

Infomedia; Atlanta (GA); A distancia; USD 53.000 - 58.000; Jornada completa

Descripción de la vacante

Infomedia in Atlanta, GA (remote) is seeking a Customer Support Specialist to help customers succeed with our software products. This role is ideal for someone early in their SaaS support career who enjoys building relationships, enabling knowledge, and collaborating across functions to drive long-term customer success.

You’ll support customers using SimplePart, MicrocatEPC, SuperserviceTriage, Menus, and Infodrive, while collaborating with teams in Atlanta and Detroit.

Formación

• 1–3 years of experience in customer support or related roles.
• Ability to work Noon - 8 pm EST.
• Strong communication and relationship-building skills.
• Comfort with explaining complex software tools and processes.
• Interest in knowledge management and process improvement.

Responsabilidades

• Act as a trusted partner to customers and understand their business needs.
• Build and maintain relationships with key stakeholders to drive adoption and satisfaction.
• Create and maintain guides, training content, and FAQs for customers and internal teams.
• Collaborate cross-functionally to communicate customer insights and product challenges.
• Identify patterns and suggest improvements to customer workflows and experience.
• Support initiatives focused on retention, adoption, and engagement metrics.
• Monitor KPIs like first response time and ticket volume to balance quality and efficiency.
• Identify opportunities to streamline ticket handling and response frameworks.
• Participate in coaching and knowledge-sharing to strengthen capabilities.

Conocimientos

Communication

Relationship skills

Knowledge enablement

Process improvement

Customer enablement

Herramientas

Zendesk

Salesforce

Descripción del empleo

Atlanta, US Remote

We’relooking for a Customer Support Specialist to join our growing support team and help customers successfully use our software products. This role is ideal for someone early in their SaaS support career who enjoys building relationships, enabling knowledge, and collaborating across functions to drive long-term customer success.

You’llsupport customers usingSimplePart,MicrocatEPC,SuperserviceTriage and Menus, andInfodrive, while collaborating with teams in Atlanta and Detroit. This role provides strong exposure to multiple products, hands-on troubleshooting experience, and knowledge enablement responsibilities.

Responsibilities

• Act as a trusted partner to customers, understanding their business needs and helping them achieve success with our products
• Build and maintain relationships with key customer stakeholders to drive adoption, engagement, and satisfaction
• Serve as a knowledge enablement resource, creating and maintaining guides, training content, and FAQs for both customers and internal teams
• Collaborate cross-functionally to communicate customer insights, product challenges, and opportunities for improvement
• Proactively identify patterns or recurring challenges and provide recommendations to improve customer workflows and experience
• Support initiatives focused on driving customer success outcomes, including retention, adoption, and engagement metrics
• Monitor and contribute to customer support KPIs, including first response time, resolution time, customer wait time, and ticket volume, ensuring a balance of quality and efficiency
• Identify opportunities to streamline ticket handling, improve response frameworks, and reduce friction in customer interactions
• Participate in coaching, mentoring, and team knowledge-sharing to strengthen organizational capabilities

Required qualifications

• 1–3 years of experience in customer support, customer success, or related client-facing roles
• Ability to work Noon - 8 pm EST
• Strong communication and relationship-building skills with the ability to guide customers toward success
• Comfort with learning and explaining complex software tools and processes
• Interest in knowledge management, process improvement, and customer enablement
• Written and spoken fluency in English; Canadian French
• Experience using ticketing or support tools such as Zendesk, Salesforce, or similar platforms

Nice to have

• Experience supporting SaaS or proprietary software platforms
• Exposure to automotive, dealership, or related industries
• Experience working in remote or distributed teams, or multilingual/global support environments
• Familiarity with analytics or reporting to inform customer success initiatives or operational improvement projects

Individual compensation will be commensurate with the candidate's experience.

Atlanta pay range

$53,000 - $58,000 USD