Customer Support Associate - Hybrid, Growth & Benefits

Convera; Santa Ana (CA); Hybrid; USD 42,000 - 60,000; Full time

Benefits offered by this job

Health insurance

Disability insurance

Life insurance

Paid leave

Volunteer days

Hybrid work

Job summary

Convera is seeking a Customer Support Associate to deliver high quality support across multiple channels, resolving inquiries efficiently while adhering to regulatory requirements. You will leverage product knowledge and established processes, escalating complex issues to a senior team member when needed.

This role emphasizes teamwork, ongoing learning, and contributing to performance metrics as part of a fast-paced, global payments company.

Qualifications

• Minimum of 1 year of experience in a customer support, service, or contact center environment.
• Strong written and verbal communication skills with the ability to convey complex information clearly.
• Proven ability to follow defined procedures while applying judgment to resolve multi-step issues.
• Strong problem-solving and conflict-resolution skills.
• High level of professionalism, resilience, and customer focus.
• Proficient in standard business systems and tools.
• Multilingual capability is an advantage.

Responsibilities

• Handle inbound and outbound customer interactions across phone, case, email, and digital service channels in a fast-paced environment
• Resolve customer issues using established procedures, policies, and product knowledge, escalating appropriately when required
• Drive First Contact Resolution (FCR) within defined authority levels and service guidelines
• Communicate clearly and professionally with customers, including explaining complex or regulated information in an understandable way
• Maintain accurate case documentation in case management systems to support auditability, quality assurance, and follow-up actions
• Demonstrate consistent adherence to quality, accuracy, and service targets tied to team performance

Skills

Customer support experience

Communication skills

Problem-solving

Professionalism

Multilingual (advantage)

Familiar with business systems

Tools

Case management systems

CRM systems

Job description

Convera is seeking a Customer Support Associate to deliver high quality support across multiple channels, resolving inquiries efficiently while adhering to regulatory requirements. You will leverage product knowledge and established processes, escalating complex issues to a senior team member when needed.

This role emphasizes teamwork, ongoing learning, and contributing to performance metrics as part of a fast-paced, global payments company.