Client Support Associate

We are seeking a Client Support Associate (CSA) to deliver best-in-class customer experience as a front-line representative. This role differs from a generalist customer service position because of its technical scope: you will support customers and vendors with billing questions, technical troubleshooting, and challenges related to networking and video streaming protocols (RTSP, SMTP, HTTP). Ideal for an early-career candidate who is eager to build a long-term technical support career.

Key Responsibilities

• Provide prompt, accurate, and friendly customer service across text, calls, tickets, and email

• Respond to inbound customer and vendor inquiries; document interactions in the ticketing system

• Handle escalated customer support concerns effectively and professionally

• Collaborate cross-functionally to resolve issues ranging from billing to technical/networking challenges

• Educate customers on product features and self-service options using a needs-based approach

• Maintain a strong work ethic with full commitment to customer satisfaction daily

• Hit weekly, monthly, and quarterly KPI goals tied to response time, CSAT, and resolution rate

Required Qualifications

• Less than 1 year of proven experience in customer support (this is an explicit early-career role)

• Exceptional written and verbal communication via phone, email, and text

• Strong technical/computer skills, including comfort with multi-screen systems

• Basic understanding of networking concepts and familiarity with video streaming protocols (RTSP, SMTP, HTTP)

• Structured, self-motivated approach to weekly/monthly/quarterly goals

• Genuine passion for customer service and learning new software

• Fully fluent in English

• Ability to commit long-term and full-time

Preferred Qualifications

• Prior experience in a remote, customer-driven environment

• Exposure to SaaS, IoT, security cameras, or video streaming products

• Familiarity with help desk or ticketing software

Tools & Technologies

• Zendesk, Intercom, Freshdesk, Slack, Zoom, multi-screen workstation; basic exposure to networking tools and protocols (RTSP, SMTP, HTTP)

Core Competencies

• Empathetic and patient with customers

• Technically curious; eager to grow into deeper technical support

• Structured and goal-driven

• Strong attention to detail in ticket documentation

• Calm under pressure during escalations

What We Offer

• Best salaries in the industry

• Work from anywhere permanently

• Opportunities for growth and advancement

• A fast-paced and collaborative environment

• A warm, people-first company culture

• Get paid in your currency of choice

• Full benefits

This is a full-time, long-term role, dedicated exclusively to one of our clients. All roles at Persona are 100% work-from-anywhere. Once hired, we will carefully match you to a client company that best suits your career background, skills, and goals.