Support Agent

Infinit-O is the trusted, customer-centric, and sustainable leader in Business Process Optimization. We empower finance and healthcare organizations to thrive in a digital-first world by combining specialized industry expertise and innovative technology for 20 years. We navigate complex industry landscapes to drive transformative outcomes, helping businesses streamline operations, enhance customer experience, and achieve sustainable growth backed by a world-class Net Promoter Score of 75. Our approach combines operational efficiency with a human-centered ethos, ensuring sustainable value creation for our clients and team members. As a Certified B Corporation, Infinit-O is committed to the highest standards of social and environmental performance, accountability, and transparency. We embed these values into every aspect of our operations—aligning business success with a positive impact on our clients, people, and communities. Our commitment to Diversity, Equity, and Inclusion (DEI) is integral to our mission. We believe that building inclusive, equitable teams is not only the right thing to do—it is also essential for driving innovation and better business outcomes. We actively promote equal opportunity through inclusive hiring practices, continuous learning programs, and regular equity assessments to ensure a fair and empowering workplace for all. Key Responsibilities: 1. Deliver exceptional customer experiences by providing timely, accurate, and expert support. 2. Serve as the first point of contact for customer inquiries, issues, and standard technical tasks. 3. Triage, prioritize, and manage cases efficiently, ensuring prompt and precise responses across tickets, chats, and calls. 4. Educate customers on platform functionality and best practices to promote product adoption and self-sufficiency. 5. Act as a Subject Matter Expert (SME) for a designated Product Area by; Investigating technical escalations where data access consent is granted, filing Engineering Escalation (EEQ) tickets with clearly defined business impact and appropriate priority, partnering with on-call engineers during investigations and identifying workarounds when possible. 6. Escalate cases to the appropriate support tier when necessary. 7. Create, update, and maintain Knowledge Articles in alignment with Knowledge Centered Service (KCS) practices to enable effective knowledge sharing and self-service. 8. Support overall organizational objectives and perform additional responsibilities aligned with the scope, capability, and pay grade of the role, as assigned. ➢ Quality & Information Security Management ● Adhere to and implement Infinit-O’s quality and information security policies and carry out its processes and procedures accordingly. ● Protect client-supplied and generated for client information from unauthorized access, disclosure, modification, destruction or interference (see also Table of Offenses). ● Carry out tasks as assigned and are aligned with particular process or activity related to information security. ● Report any potential or committed non-conformity, observation and/or security event or risks to immediate superior. ● Assist Internal Audit Team during internal audits of assigned projects. Requirements Job Requirements and Credentials: ● Minimum of 1-2 years of experience as a Technical Support Agent or 3-4 years in a customer-focused, support environment. ● Excellent written and verbal English required. ● Proven track record of driving change focused on improving the customer experience (technical support for a SaaS platform). ● Ability to use and create knowledge articles, with an extreme level of attention to detail. ● Ability to train others about technical concepts and issues. ● Ability to work a flexible schedule. ● Experience with JavaScript, HTML, and XML. ● Graduate of B.S. Computer Science or similar degree. ● Experience with Medallia and Salesforce.com Service Cloud knowledge is a plus.