Customer Support Associate

Job description

ABOUT THE ROLE As a Customer Support Supervisor at Asite, you will lead and support the Customer Support team by overseeing daily operations, monitoring SLAs and KPIs, managing escalations, coaching team members, allocating workloads, driving process improvements, collaborating with cross-functional teams, and ensuring high levels of customer satisfaction and service quality. KEY RESPONSIBILITIES – Provide customer support via email, chat, and phone. – Troubleshoot and resolve application issues. – Log, prioritize, and manage support tickets within SLA. – Escalate complex issues to the appropriate teams. – Maintain accurate ticket documentation. – Guide customers on product features and best practices. – Collaborate with Product, Engineering, and Customer Success teams. – Ensure high customer satisfaction (CSAT/CX). – Contribute to knowledge base articles and process improvements. – Stay updated on product enhancements and new releases. REQUIREMENTS – Bachelor's degree (preferred) – 1–3 years of customer support or technical support experience (preferred). – Excellent verbal and written communication skills. – Strong problem-solving and analytical abilities. – Basic understanding of SaaS applications and cloud technologies. – Experience with ticketing/support tools (e.g., Intercom, Zendesk, Jira, Freshdesk). – Ability to prioritize tasks and work in a fast-paced environment. – Customer-focused mindset with strong interpersonal skills. – Ability to work independently and collaboratively within a team. – Willingness to work flexible shifts, including weekends or holidays if required. Must have Excellent verbal and written communication skills. Nice to have – Experience with CRM or helpdesk platforms (e.g., Intercom). – Knowledge of ITIL or customer support best practices. – Basic understanding of APIs, SSO, or web technologies. – Experience supporting enterprise or B2B SaaS customers. – Familiarity with SQL, log analysis, or browser developer tools. – Experience with cloud platforms (AWS, Azure, or Google Cloud). – Knowledge of Jira, Confluence, or similar collaboration tools. – Experience creating or maintaining knowledge base articles. About Asite We start with a simple idea: the built environment should be smarter, safer and more sustainable. Everything we do is about helping the people behind major construction and infrastructure projects work together more easily and make better decisions. Asite offers a cloud-based platform that connects project teams, improves collaboration and manages data from the first design to the final handover. Industry leaders such as Laing O’Rourke, Transport for London and Aldar use Asite to keep their projects running smoothly and delivering strong results. With offices around the world and a record of steady, profitable growth, we are shaping the future of construction technology while supporting the people who build the world around us.