Senior User Support Associate (Multiple Levels)

Sr User Support Associate

Position Type : Permanent

Pay Range : $20-26 / hour, (40 hours / week)

Location : Scottsdale, AZ (Hybrid)

Contact : ross.fensterwald@intelliprogroup.com

Job Description

Are you passionate about helping people and shaping their experience on a major digital platform? We are looking for a dedicated and empathetic User Support professional to serve as a primary point of contact for a vibrant user community. We are hiring for this role across multiple levels of seniority, and the scope of responsibility will align with your experience. You will play a crucial part in ensuring users have a positive, seamless, and safe experience by resolving their inquiries with speed and care.

What You'll Do

• Serve as the first line of support, managing and resolving a high volume of user inquiries through an email-based ticketing system.
• Master a suite of internal tools and established guidelines to effectively troubleshoot a wide range of user issues, from account access to technical difficulties.
• Strive for first-contact resolution, providing comprehensive and accurate solutions that leave users feeling heard and supported.
• Identify and flag emerging trends, bugs, or common user frustrations, escalating them to the appropriate internal teams to help drive platform improvements.
• Consistently achieve and exceed key performance indicators for efficiency, quality of support, and user satisfaction.
• Collaborate effectively with team members and other departments to ensure a cohesive and best-in-class support experience.

Ideal Candidate Profile

Important Considerations

About Us

Founded in 2009, IntelliPro is a global leader in talent acquisition and HR solutions. Our commitment to delivering unparalleled service to clients, fostering employee growth, and building enduring partnerships sets us apart. We continue leading global talent solutions with a dynamic presence in over 160 countries, including the USA, China, Canada, Singapore, Japan, Philippines, UK, India, Netherlands, and the EU.