Customer Support Associate

Country Supplier; Idaho Falls (ID); On-site; USD 32,000 - 46,000; Full time

Job summary

Country Supplier is seeking a Customer Support Associate to respond to inquiries across phone, email, and chat. You will troubleshoot issues, document interactions, and collaborate with internal teams to improve the customer experience.

The role requires 1–2 years in customer support, strong communication, and familiarity with CRM tools. A high school diploma is required, with a college degree seen as a plus. This is an on-site position in Idaho Falls.

Qualifications

• Minimum high school diploma or equivalent; college degree is a plus.
• 1–2 years in customer service or support, preferably in a related industry.
• Proficiency with CRM software, email, and chat tools.
• Clear, empathetic communication and ability to stay calm under pressure.
• Resourcefulness and quick problem-solving for customer issues.

Responsibilities

• Respond to inquiries via phone, email, and chat promptly and professionally.
• Clarify needs, provide accurate product information, and troubleshoot issues.
• Escalate complex cases and follow up to ensure complete resolution.
• Document interactions and outcomes in the CRM for quality improvement.
• Collaborate with internal teams to address feedback and improve processes.

Skills

Customer service mindset

Strong communication

Empathy and patience

Team collaboration

Education

High school diploma or equivalent

College degree preferred

Tools

CRM software

Email tools

Chat tools

Job description

Primary Purpose

The Customer Support Associate provides prompt, friendly, and efficient support to customers, ensuring

Description

Primary Purpose

The Customer Support Associate provides prompt, friendly, and efficient support to customers, ensuring

they have a positive experience with the company’s products or services. This role involves responding

to customer inquiries, troubleshooting issues, and working collaboratively with internal teams to resolve

customer concerns. The ideal candidate is a quick learner, detail-oriented, and dedicated to enhancing

the customer experience.

Essential Duties And Responsibilities

• Customer Assistance:
• Respond to customer inquiries through various channels (phone, email, chat) promptly and professionally.
• Listen to customer needs, clarify questions, and provide accurate information about products and services.
• Assist customers in resolving any issues they encounter, escalating complex cases as needed.
• Issue Resolution:
• Troubleshoot product or service-related issues to identify and implement solutions.
• Document customer interactions and solutions provided for future reference and quality improvement.
• Follow up with customers to ensure their issues are fully resolved and they are satisfied with the solution.
• Product Knowledge and Expertise:
• Maintain up-to-date knowledge of company products, services, and policies to effectively assist customers.
• Participate in training sessions and workshops to expand product knowledge and improve customer service skills.
• Use expertise to educate customers about additional features, upgrades, or services they may find beneficial
• Customer Relationship Building:
• Build positive relationships with customers by providing friendly and efficient service.
• Actively listen to customer feedback and identify opportunities for enhancing customer satisfaction.
• Be an advocate for the customer, communicating their needs and suggestions to internal teams.
• Internal Collaboration and Communication:
• Work closely with other departments, such as technical support, product development, and billing, to address and resolve customer concerns.
• Share customer feedback with relevant teams to improve products, services, or support processes.
• Participate in team meetings to discuss common issues, new product updates, or process improvements.
• Reporting and Documentation:
• Accurately record customer interactions and outcomes in the CRM system.
• Track and report common customer issues to identify trends and areas for improvement.
• Participate in regular performance reviews and training to improve personal and team performance.

Other Duties And Responsibilities

• Comprehensive knowledge of the products Country Supplier sells.
• Perform daily cleaning – such as, but not limited to, vacuuming, replacing full trashes with new trash bags, and sweeping.
• Other duties assigned as needed.

Qualifications

• High school diploma or equivalent; a college degree is a plus.
• 1-2 years of experience in customer service or support, preferably in a similar industry.
• Proficiency in CRM software, email, and chat tools; basic computer skills; knowledge of the company’s products or services is an asset.
• Strong communication and interpersonal skills, empathy, patience, and the ability to remain calm under pressure.
• Resourceful, with the ability to think on one’s feet and provide quick, effective solutions to customer issues.