Product Support Associate

Cloudforce is a technology company focused on cloud computing, looking for a customer-focused individual to join as a Product Support Associate. The role involves assisting clients with their genAI solution, troubleshooting technical issues, and collaborating with the development team to enhance the customer experience.

Responsibilities

• Work closely with the development team to understand product requirements and provide feedback on potential issues
• Communicate customer issues with the development team and collaborate to ensure they are addressed in future releases
• Assist in creating and updating user documentation, FAQs, and support materials to enhance customer experience
• Respond to inquiries and troubleshoot technical issues related to cloud infrastructure, applications, and services, while following established procedures and policies
• Respond to inquiries and troubleshoot technical issues related to software product while following established procedures and policies
• Manage and prioritize support desk tickets and escalate issues as necessary
• Other duties, as assigned

Skills

• Experience in a help desk or customer service role, preferably related to product support
• Excellent communication skills, both verbal and written
• Ability to work under pressure and handle multiple tasks simultaneously
• Familiarity with help desk ticketing systems and IT service management processes related to cloud services
• Ability to work independently and as part of a team
• Experience using ServiceNow CSM platform (strongly preferred)
• Certifications such as Microsoft Azure AI Fundamentals (AI-900 certification)

Benefits

• Outstanding opportunities to learn, grow, and expand your network.
• Excellent compensation, benefits, and generous incentives.
• Complimentary snacks to keep you focused.
• Super cutting-edge technology.
• State-of-the-art workspace.
• Community involvement.
• Great team synergy.
• Friday lunch and shenanigans... on us!
• Incentive program for investing in your growth.
• 401K savings plan and education reimbursement.
• 24/7 access to a modern gym with Tonal and Peloton.
• Free monthly garage parking with direct private access to the office.
• Brand-new, sun-filled National Harbor offices with scenic views of the Potomac, surrounded by shops, restaurants, and more.
• Medical, dental, life, and short-term disability insurance covered at 100% of the premium for employees and 50% for dependents.
• Paid parental leave, including adoption and foster care placement.
• PTO starting at 15 days during your first two years of employment, 20 days in years 2 through 4, and 25 days thereafter (+ incentive opportunities to earn more PTO!).
• 9 company-observed holidays + 2 more floating holidays to cover additional observed holidays or for use as extra PTO.

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