About the role

Role We are looking for a Customer Support Associate I to join our team. This is a Hybrid role, reporting to the Senior Manager, Customer Services in the Customer Success Organization department. As a vital member of the support organization, you will drive the seamless activation of products and services, ensuring technical accuracy through detailed URL analysis. You will serve as a critical point of contact for our customers, navigating technical migrations and service deliveries with precision and empathy to ensure an elite user experience.
What you’ll do (Role Expectations)

Execute essential tasks related to the activation of products, features, and services for a global customer base
Review and analyze URLs to determine their purpose or content and assign them to the appropriate category
Manage inbound customer inquiries with a high degree of professionalism, ensuring efficient routing to specialized internal teams
Partner cross-functionally across the organization to guarantee the successful delivery of complex services and technical features
Own customer-facing interactions for critical projects, including sharing vital updates regarding data center migrations and technical infrastructure changes

Who You Are (Success Profile)

You act like an owner. Your passion for the mission fuels your bias for action, and you operate with the integrity that comes from genuinely caring about every customer outcome.
You are a problem-solver. You lean into challenges and are energized by finding solutions, knowing that tackling the difficult problems is where you deliver the greatest impact.
You are a learner. You possess a true growth mindset, constantly seeking feedback and developing your skills to become an even more effective partner and teammate.
You are customer-obsessed. You build deep empathy for both internal and external stakeholders, anchoring every decision in solving real-world problems for those we serve.
You operate with urgency. You recognize that in a high-growth environment, speed and quality must coexist, and you maintain a relentless focus on delivering high-impact results quickly.

What We’re Looking for (Minimum Qualifications)

Demonstrated curiosity and active exploration of AI tools, with a proven history of integrating new technologies to enhance daily workflows and augment problem-solving
At least 2 years of dedicated experience in a customer service or support environment
Foundational understanding of networking concepts, including the OSI model
Demonstrated expertise in customer interaction, project management, and disciplined time management
Proven ability to rapidly learn and apply new organizational processes, policies, and service knowledge

What Will Make You Stand Out (Preferred Qualifications)

Good understanding of TCP/IP protocols and general networking architecture
Demonstrate a proven ability to leverage AI technologies and workflows to drive measurable operational efficiency
CCNA certification or equivalent technical validation
Direct experience managing high-touch customer engagements or communicating technical migration details

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Customer Support Associate I

About the role

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