Job Description
- Serve as the primary point of contact for customers via phone, email, chat, and remote support sessions.
- Deliver exceptional customer service by responding promptly, professionally, and empathetically to customer inquiries and technical issues.
- Troubleshoot and resolve issues related to software installation, configuration, licensing, upgrades, integrations, and day-to-day product usage.
- Analyze customer-reported issues, identify root causes, and provide timely, effective solutions.
- Monitor assigned support queues and manage cases in accordance with established service level agreements (SLAs).
- Document troubleshooting steps, resolutions, and customer communications accurately within support systems.
- Escalate complex or high-priority issues to senior engineers and cross-functional teams while maintaining ownership of customer communications.
- Utilize and contribute to Cleo's Solution Center, Knowledge Base, and internal documentation resources.
- Identify recurring customer issues and recommend improvements to support documentation, processes, and product functionality.
- Share knowledge and best practices with team members to continuously improve support effectiveness.
- Leverage AI-powered tools to accelerate troubleshooting, knowledge discovery, case summarization, and solution development.
- Apply critical thinking to validate AI-generated recommendations and ensure technical accuracy.
- Identify opportunities to automate repetitive tasks and improve support efficiency through AI and workflow automation technologies.
- Stay current on emerging AI capabilities and incorporate them responsibly into daily work practices.
- Bachelor's degree in Information Technology, Computer Science, or related field, OR 1+ years of technical support, help desk, or customer-facing technical experience.
- Strong customer service orientation with a passion for helping customers succeed.
- Basic understanding of Windows and Linux operating systems.
- Foundational networking knowledge, including TCP/IP, DNS, firewalls, and connectivity troubleshooting.
- General software lifecycle knowledge, including installation, configuration, upgrades, migrations, and removal.
- Experience with communication protocols such as HTTP, HTTPS, SMTP, FTP, SFTP, and SSH.
- Strong written and verbal communication skills.
- Ability to prioritize multiple issues and work effectively in a fast-paced environment.
- Experience supporting SaaS applications.
- Exposure to EDI, managed file transfer (MFT), integration platforms, or supply chain technologies.
- Familiarity with cloud platforms such as Microsoft Azure, AWS, or Google Cloud.
- Basic SQL, scripting, or automation experience.
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Experience using CRM and ticketing platforms such as Salesforce, Zendesk, or ServiceNow.
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Demonstrated ability to use AI-powered tools (e.g., Microsoft Copilot, ChatGPT, Gemini, or similar technologies) to enhance productivity and problem solving.
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Understanding of prompt engineering fundamentals and effective AI-assisted research techniques.
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Ability to evaluate, verify, and refine AI-generated outputs to ensure accuracy and quality.
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Curiosity and willingness to continuously learn and adopt emerging AI technologies.
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Commitment to responsible and secure use of AI tools in accordance with company policies and customer data protection requirements.
A few things we have to offer:
- Competitive compensation (range for this role is $65,000-$75,000)
- Great Healthcare + Dental + Vision
- Flexible PTO
- Culture of support, encouraging Life-Work balance
- 401k match
- FSA and HSA options
- Employee Assistance Program
- Paid Parental Leave
- Representing a company with 4,000+ clients and a 99% retention rate
- Accelerated title and salary growth potential
- A fun and energetic work environment that makes you excited to go to work every day
We use artificial intelligence (AI) tools to assist in certain stages of our recruitment process, such as resume screening and candidate matching. These tools are designed to support fair and consistent evaluations. If you have questions about this process or would like to request an alternative assessment method, please contact us at [email protected].
Cleo Communications US, LLC is an equal opportunity/affirmative action employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability status, protected veteran status, or any other characteristic protected by law.
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Job Details
- Category
- Aerospace Engineering
- Employment Type
- Full Time
- Location
- Remote (Remote)
- Posted
- Compensation
- $65,000 - $75,000 per year
About Cleo
Cleo is the only global, holistic family care platform supporting individuals throughout every life stage. Whether individuals are growing their family; raising babies, children, or teenagers; caring for an adult loved one; doing both as part of the growing Sandwich Generation; or taking care of their own health, Cleo provides life-changing care for families and caregivers through all stages of life. Cleo provides virtual coaching, concierge support, and navigation to resources and benefits so families can be happier and healthier both at home and at work. Serving more than 200 clients, Cleo provides global, equitable, and inclusive support with Guides located in every region of the world. With a focus on driving family health outcomes, Cleo’s virtual coaching and concierge support includes cancer care, menopause, and self-care. Backed by The Validation Institute, Cleo is proven to improve mental health and decrease burnout for members, all while maximizing cost savings. Cleo delivers evidence-based interventions to improve the health & wellbeing of the family unit, decrease caregiver burnout, increase productivity, and reduce healthcare spend.
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