Customer Care Back Office

Requirements

• High School Diploma or GED
• 2+ years of experience in customer service/support
• Legal authorization to work in the U.S. indefinitely is required. Employer work permit sponsorship is not available for this position

• We are seeking an operational professional to serve as a key business-to-business (B2B) partner for government agencies, channel partners, and resellers. In this role, you will act as the primary point of contact for resolving user account issues and platform access challenges across various corporate portals
• By combining a professional, empathetic mindset with a strong attention to detail, you will help to ensure that our customers encounter a seamless, supportive experience during critical moments
• Case Management & Technical Resolution
• Troubleshoot customer system access issues promptly by utilizing internal platforms to oversee tracking and resolution
• Perform user account setups and manage the processing of channel partner applications and systemic change requests
• Assist in writing or updating knowledge base documentation to capture process improvements and support technical clarity
• Operations & SLA Management
• Manage daily case workflows to promote proper distribution, track backlog status, and meet service level agreements
• Conduct operational quality checks and case audits to maintain high standard outcomes across the support ecosystem
• Analyze incoming support trends to proactively recommend procedural workflows that optimize the customer experience
• Internal Collaboration
• Collaborate with cross-functional internal business partners to address and resolve complex customer concerns
• Coordinate alignment between technical teams and external stakeholders to streamline system administration updates
• Partner with Employee Experience teams to foster a welcoming, inclusive, and highly collaborative environment