Customer Success Associate (Technical Support Level 1 or 2)

Wordly; United States; Remote; USD 50,000 - 70,000; Full time

Job summary

A leading company in the innovative language technology sector is seeking a Customer Success Associate (Technical Support Level 1 or 2) to enhance customer satisfaction by managing support processes and developing glossaries. This remote position offers dynamic responsibilities in a supportive and High-performance environment, aimed at impacting thousands of users globally.

Benefits

Remote work

Great work-life balance

Qualifications

• Experienced technical support specialist seeking expanded responsibilities.
• Strong English skills, both written and verbal; multilingual skills are a plus.

Responsibilities

• Triage inbound support requests and use knowledge bases to diagnose issues.
• Solicit and prepare program materials from customers for glossary development.

Skills

Technical support

Attention to detail

Customer service

Research

Proficiency in English

Multilingual skills

Job description

Customer Success Associate (Technical Support Level 1 or 2)

Join to apply for the Customer Success Associate (Technical Support Level 1 or 2) role at Wordly.

Wordly is seeking a Customer Success Associate (Technical Support Level 1 or 2) to help our customers succeed by managing support processes and developing customized glossaries of terms. Reporting to the Director, Customer Success & Support, you will handle ticketing, customer resolution, and our emergency phone line, as well as prepare and process materials using our glossary development tools. Success means helping our clients deliver flawless events.

Why join Wordly?

• Energetic and dynamic startup in a hot market.
• Passionate about innovating and solving hard problems for thousands of users and organizations worldwide.
• Deep care for system performance and customer satisfaction.
• Team of industry veterans and senior tech professionals prioritizing performance and usability.
• Remote work and great work-life balance.

Who you are

• Experienced technical support specialist seeking expanded responsibilities.
• Proficient with data from various resources and databases.
• Expert researcher with high attention to detail.
• Self-starter with enthusiasm, curiosity, and professionalism.
• Strong English skills, both written and verbal; multilingual skills are a plus.
• Located anywhere in the US & Canada, working remotely.

What you'll do

Frontline Support (25%)

• Triage inbound support requests.
• Use knowledge bases to diagnose and resolve technical issues.
• Assist customers with inquiries, escalate complex issues.
• Support sales with data requests.
• Answer the 24/7 emergency line on a rotating basis.

Glossary Development (75%)

• Solicit and prepare program materials from customers.
• Process materials with glossary tools.
• Review and validate glossaries, including testing.
• Provide technical support and best practice guidance.
• Assist with workflows and reporting.

Located in Los Altos, CA, or remote within the US & Canada, with optional office space in Los Altos for local residents.

Learn more at www.wordly.ai and follow us on LinkedIn.