Remote Customer Success & Technical Support Associate

Wordly; Los Altos (CA); Hybrid; CAD 74,000 - 106,000; Full time

Job summary

Wordly is seeking a Customer Success Associate (Technical Support Level 1 or 2) to help our customers succeed on the front lines of our support processes, turning their content into a customized glossary of terms. Reporting to the Director, Customer Success & Support, manage our ticketing and customer resolution process as well as our emergency phone line.

You will also receive a variety of materials which you will prepare and process using our suite of glossary development tools.

Qualifications

• Excellent communication skills and ability to work with customers remotely.
• Strong analytical mindset and data-driven approach.
• Research skills for information gathering and validation.
• Attention to detail in glossary development and data handling.

Responsibilities

• Glossary Development: solicit materials from customers, prepare data, process materials using glossary tools, review glossaries.
• Provide technical and consultative support to customers and guide best practices with Wordly.
• Frontline Support: triage inbound requests and use knowledge bases to provide accurate answers.
• Assist Sales with data requests and ensure accurate reporting to stakeholders.

Skills

Excellent communication skills

Data analysis

Research skills

Attention to detail

Self-starter

English proficiency

Tools

Glossary development tools

Ticketing system

Job description

Wordly is seeking a Customer Success Associate (Technical Support Level 1 or 2) to help our customers succeed on the front lines of our support processes, turning their content into a customized glossary of terms. Reporting to the Director, Customer Success & Support, manage our ticketing and customer resolution process as well as our emergency phone line.

You will also receive a variety of materials which you will prepare and process using our suite of glossary development tools.