Digital Support Associate

FLASH seeks a Full-Time Support Associate to enrich our Operations Team. You'll be the front-line problem solver when customer issues arise and will be responsible for ensuring accurate configurations on our platform.

Our Support team prioritizes precision, attention to detail, and effective communication while managing diverse projects and addressing inbound inquiries promptly. Being receptive to learning and implementing established procedures, and adapting to new ones, is essential for success, demanding a keen problem-solving mindset.

What You’ll Do:

• Receive incoming software-related Customer Support cases for FLASH clients, and research to determine the root cause
• Provide internal and external support for configuration and testing of integrations
• Provide technical training, guidance, documentation, and resource support for end-users and staff
• Enter and update parking location data according to the logic of the data management tool
• Properly escalate advanced cases to the next level of support within the team.
• Provide seniors or supervisors with notes regarding the issue/inquiry, the results of their initial investigation, and specific details on points needing clarification.
• Collaborate with internal teams on a variety of specialized and custom tasks. 
• Complete ad hoc tasks to support the team. This could include but is not limited to providing feedback/insight on team processes, notifying leads about outdated/contradictory processes, and assisting in monitoring regular team tasks.

What You Bring:

• Fluency in written and spoken English at 100%, demonstrating strong comprehension and composition skills.
• Availability to work Monday - Saturday with shifts ranging from 12 pm to 8 pm Atlantic Standard Time.
• Residence in the Dominican Republic with reliable transportation.
• Commitment to full-time employment without concurrent projects (40 Hrs/Week).Proficiency in Microsoft Word, Excel, and Google Suite apps like Docs and Sheets.
• Recent (within the past 4 years) experience in a role primarily involving online collaboration, such as in a high-volume call or email support center.
• Self-motivated with a proactive approach to learning and a drive to continuously enhance skills.
• Openness to feedback and a positive attitude towards correction.
• Ability to thrive under pressure in fast-paced, dynamic environments.Problem-solving mindset with a determination to overcome challenges and achieve success.
• Track record of meeting or surpassing goals and objectives.
• Ability to assume positive intentions from colleagues and leaders, fostering effective communication and collaboration within the team.
• Strong interpersonal skills and a client-focused approach can de-escalate tense interactions and provide follow-up support.
• Comfortable supporting a geographically dispersed workforce through various communication channels (email, phone, Slack, video chats, etc.).

Join us in making a difference as we build our future. Flash is an equal opportunity employer dedicated to diversity, equality, and inclusion. We provide equal employment opportunities to all employees and applicants for employment. Flash prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.