Source Job

• Provide concierge-level technical and client support across Mercer Advisors' technology ecosystem.
• Manage support requests through ticketing systems, configure user access, and resolve system issues.
• Collaborate with product, engineering, and operations teams to enhance systems and document processes.

Mercer Advisors helps families amplify and simplify their financial lives by integrating financial planning, investment management, tax, estate, and insurance services. They serve over 42,800 families across the U.S., with a culture that values flexibility, diversity, and exceptional talent.

• Serve as the initial point of contact for Talkdesk’s platform issues, capturing incident details and classifying impact and severity.
• Provide support for Reporting, Workforce Management, and Quality Management applications, including triage, configuration, and troubleshooting.
• Maintain rigorous ticketing hygiene, SLA compliance, and knowledge base maintenance while communicating with government or education customers.

Talkdesk is a global leader in Customer Experience Automation (CXA) using AI to transform customer interactions. The company has a large, diverse team of innovators and has been recognized on the Forbes Cloud 100 for seven consecutive years.

• Own and manage the support ticket queue, triaging and responding to inbound requests per SLAs.
• Serve as front-line technical support for providers and clients, troubleshooting software and hardware issues.
• Train new providers on the platform and maintain technical FAQ documentation.

Lyra Health is a leading provider of evidence-based mental health care, serving over 20 million people globally. The company has delivered millions of sessions and published numerous studies, emphasizing a culture of clinical effectiveness and innovation.

• Provide technical support for Dealertrack software products.
• Troubleshoot system issues and document resolutions in CRM.
• Manage multiple customer cases while meeting service levels.

They provide automotive dealership software solutions. The company fosters a collaborative, fast-paced environment with opportunities for professional development.

• Serve as the first point of contact for end user inquiries, providing timely support via email and chat.
• Troubleshoot technical issues related to the application, distinguishing user errors from system problems.
• Investigate problems using documentation and historical knowledge, escalating only when necessary.

SmarterDx is transforming health systems by using clinical AI to capture the full value of patient care, helping hospitals recover earned revenue and improve quality metrics. As a Smartian, you'll join a mission-driven team building technology to make healthcare more accurate and sustainable.

• Provide personalized technical support to customers via email and phone.
• Troubleshoot and resolve issues while collaborating with engineering teams.
• Create and maintain help center resources to empower customer self-service.

Loopio is a SaaS company that provides a platform for managing RFP responses. The remote-first company fosters a supportive culture with a 'Got Your Back' mantra and opportunities for growth.

• Provide technical support to clients via cases and chat, ensuring efficient resolution.
• Develop subject matter expertise in RainFocus technology and maintain ownership of each case.
• Collaborate with internal teams to accelerate issue resolution and deliver timely updates.

RainFocus provides an industry-disrupting software platform for in-person, virtual, and hybrid events, serving Fortune 500 companies like Adobe, Cisco, and IBM. The company is well-funded, rapidly growing, and fosters a culture that cares about employees, customers, and the world.

• Provide personalized support to Loopio users by troubleshooting and resolving issues via email and phone.
• Empower customers by creating help center resources and participating in internal training sessions.
• Partner with cross-functional teams to deliver value and contribute to customer retention.

Loopio is a software company that provides a platform for teams to manage and respond to RFPs efficiently. They are a remote-first organization with a global team across Canada, India, and the UK, fostering a supportive and inclusive culture.

• Respond to customer questions about CerebriOS software products and guide users through features, settings, and workflows.
• Troubleshoot common software and account-related issues, investigate reported problems, and document support requests and resolutions.
• Escalate complex issues to internal teams, follow up with customers, and help create product guides, FAQs, and support documentation.

CerebriOS is a software company building B2B SaaS products that help businesses make better decisions, streamline operations, and get more value from their data. The company fosters a remote-first working environment with a focus on intuitive technology and practical business workflows.

• Provide high-volume inbound support via chat, email, and phone in an AI-augmented workflow.
• Troubleshoot technical issues and educate customers on CE Broker platform features.
• Collaborate with internal teams to improve processes and product experience.

Propelus simplifies workforce compliance management across healthcare. They have been a trusted leader for over 20 years and are recognized as a Best Place to Work.

• Provide multi-channel support to carriers, drivers, shippers, and brokers.
• Resolve billing concerns and assist users with the SuperPay solution.
• Troubleshoot technical issues and educate users on platform best practices.

Super Dispatch is a leading end-to-end transport management platform built exclusively for the auto transport industry. Founded in 2013, the company is a 100% distributed team that values transparency, innovation, collaboration, and continuous growth.

• Provide front-line product support to users, troubleshooting software issues and ensuring customer satisfaction.
• Develop a deep understanding of software products to guide users, offer training, and escalate complex issues.
• Collaborate with development and product teams to identify, report, and resolve software bugs or feature requests.

Aiwyn is the first complete platform for modern accounting firms. Backed by top-tier investors like Bessemer, KKR, and Revolution, we are a fast-growing scale-up SaaS company with world-class people, processes, and products.

• Become an expert in the product and proactively manage support tickets.
• Understand, reproduce, and diagnose customer problems with root cause analysis.
• Communicate clearly with customers and collaborate across teams to resolve issues.

Firstup is an intelligent communication platform that improves employee experience at every moment. They serve 40 Fortune 100 companies, reaching 17 million employees daily, and foster a casual, inclusive, and growth-oriented culture.

• Answer customer questions about the product across a wide range of topics.
• Write and update knowledge base content, including troubleshooting guides and feature explainers.
• Use Centralize daily, provide feedback, and help shape the roadmap while collaborating with engineering.

Centralize builds a relationship intelligence platform for enterprise revenue teams, replacing the CRM. We're a Series A startup with $18M+ funding, growing 5x year-over-year, backed by NEA and Salesforce Ventures.

• Provide application support to customers and internal users, troubleshooting and resolving issues.
• Document problems, maintain knowledge bases, and escalate complex issues to Engineering or Product teams.
• Test product fixes and guide users through workflows, features, and troubleshooting steps.

CerebriOS is a software company building B2B SaaS products that help businesses make better decisions and streamline operations. It offers a remote-first working environment, professional development opportunities, and a benefits package.

• Serve as the first point of contact and primary owner of the customer support experience, investigating technical challenges and delivering timely solutions.
• Develop deep expertise in SchoolMint's products, troubleshoot issues within Tier 1 scope, and coordinate escalations with Tier 2 and 3.
• Identify recurring issues, documentation gaps, and process improvements to strengthen products and support operations.

SchoolMint provides a platform to help schools attract, enroll, and retain students. The company serves over 16,000 schools and organizations, and its culture is grounded in values like 'No Jerks, Period' and 'We, Not Me'.

• Provide customer support and technical issue resolution via phone, email, and chat for web and app-based products.
• Support customers script-free by exercising good judgment and research methods to resolve issues.
• Accurately record interactions in HubSpot and coordinate with internal departments using Slack, Jira, or Email.

FBS is a 100% employee-owned real estate software company with over 45 years of industry leadership. The company has a professional yet casual, resource-rich working environment and offers competitive pay, healthcare benefits, and employee stock ownership.

• Proactively support customers via email, phone, and live chat to resolve technical issues and ensure optimal system performance.
• Collaborate closely with Engineering and Product Management on product issues and releases.
• Assist in translating, maintaining, and updating technical documentation for the product line.

Turnitin is a recognized innovator in global education, developing learning integrity solutions for over 25 years. With over 16,000 academic institutions in 185+ countries using their services, they foster a remote-first culture and a diverse team across 35+ countries.

• Coordinate CX service delivery and daily operations to ensure alignment with SLA requirements.
• Monitor service requests, tickets, and operational metrics to ensure timely response and issue resolution.
• Prepare service reports, operational updates, and support internal service review meetings with clients and delivery teams.

Miratech is a global IT services and consulting company that helps visionaries change the world by supporting digital transformation for some of the world's largest enterprises. With nearly 1000 full-time professionals and a culture of Relentless Performance, the company has maintained a 99% project success rate since 1989 and operates across 5 continents in over 25 countries.

• Provide timely, technically sound support on complex issues involving Constructor APIs, SDKs, data integrations, and tagging.
• Own customer-facing technical conversations across tickets, Slack, and calls, ensuring customers understand the resolution.
• Troubleshoot issues by reviewing payloads, logs, API behavior, and implementation details, guiding customers toward resolution.

Constructor is a next-generation platform for search and discovery in ecommerce, optimizing for metrics like revenue, conversion rate, and profit. The company is US-based, founded in 2015, and powers over 1 billion queries daily for companies like Sephora, Under Armour, and Petco, with a team that values empathy, openness, and continuous improvement.