Customer Support Associate

Convera
Full_time•Santa Ana, United States

📍 Job Overview

  • Job Title: Customer Support Associate
  • Company: Convera
  • Location: Santa Ana, California, United States
  • Job Type: Hybrid (2 days at the office)
  • Category: Customer Support
  • Date Posted: 2025-06-24

🚀 Role Summary

As a Customer Support Associate at Convera, you will provide internal support to the sales and operations group, acting as a liaison to clients. You will handle client transactions, pre/post-sales support, and ensure compliance with service level agreements. This role requires a strong customer service background, excellent communication skills, and a proactive approach to client queries.

💻 Primary Responsibilities

  • Handle incoming telephone calls and emails from both internal and external customers, relating to pre and post-payment queries, in accordance with agreed SLAs and quality standards.
  • Ensure that all relevant information is input accurately and completely into SFDC and is updated each time an action is carried out relating to that client.
  • Provide transaction monitoring, frequent reporting, or dedicated point of contact for agreed clients, as directed by the Customer Support Team Leader.
  • Update cases and clients regularly, in accordance with agreed SLAs.
  • Act as a bridge between sales, clients, and operations.
  • Maintain focus on personal and team goals, ensuring all incoming calls are handled within SLAs and all agreed call back timeframes to customers are adhered to.
  • Offer support and advice to internal and external clients, responding to queries within agreed SLA.
  • Deliver professionally constructed and factual email communications within agreed SLAs.

🎓 Skills & Qualifications

Education: Bachelor's degree in Business Administration, Finance, or a related field.

Experience: Proven experience in a busy team in a client-facing function within the financial services sector (Banking, Accounting, Fintech).

Required Skills:

  • Solid computer skills with ability to use MS Excel, Word, PowerPoint, and the Internet.
  • Ability to identify and implement ways of improving efficiency.
  • Knowledge of Convera products, payment flows, services, and end-to-end operational processes (Middle and Back Office).
  • Skills in managing issue escalation and resolution activities to ensure a consistently responsive service to clients.
  • Ability to handle high call volumes and meet tight deadlines.
  • Strong communication and listening skills with the ability to network and build internal/external relationships with a professional and confident style.
  • High degree of self-motivation and strong desire to succeed.
  • Ability to meet deadlines and sense of urgency. Time management skills.
  • Strong team player with networking skills to build internal/external relationships.
  • Ability to maintain and exceed targets and meet tight deadlines.
  • Ability to identify own development areas and training needs.
  • Analytical capacity and innovative problem-solving skills.
  • High degree of professionalism, with a confident, assertive style.
  • Proactive and responsible for client queries.
  • Actively participate in telephone training and apply appropriate feedback.
  • Maintain and develop best practice and share best practice across teams.
  • Ensure comprehensive, accurate, and timely records in SFDC following any action or contact relating to a customer.
  • Adhere to compliance and regulatory requirements.
  • Achieve 95% or above on QA for customer contacts.
  • Build knowledge of the relevant payment platform to enable comprehensive response to queries.

Preferred Skills:

  • Knowledge of the Convera products, payment flows, services, and end-to-end operational processes (Middle and Back Office).
  • Experience with Salesforce (SFDC) or similar CRM systems.
  • Familiarity with Agile methodologies and project management tools.

📊 Web Portfolio & Project Requirements

Portfolio Essentials:

  • A comprehensive portfolio showcasing your customer service experience, highlighting your ability to handle high call volumes, meet tight deadlines, and maintain high-quality customer interactions.
  • Examples of successful issue resolution and escalation management.
  • Demonstrations of your ability to work effectively in a team environment and build internal/external relationships.

Technical Documentation:

  • Detailed documentation of your customer service processes, including call handling, issue resolution, and escalation procedures.
  • Evidence of your ability to maintain accurate and up-to-date records in SFDC following any action or contact relating to a customer.
  • Examples of your adherence to compliance and regulatory requirements.

💵 Compensation & Benefits

Salary Range: $45,000 - $60,000 per year (based on experience and regional adjustments)

Benefits:

  • Market competitive monthly gross salary.
  • Opportunity to earn an annual bonus (based on role level).
  • Great career growth and development opportunities in a global organization.
  • Generous insurance (health, disability, life).
  • Paid holidays, time-off, and leave policies for life events (maternity, paternity, adoption).
  • Paid volunteering opportunities (5 days per year).
  • Hybrid mode, 2 days at the office.

Working Hours: 8:00-5:00pm Monday to Friday (from March to November), 7:00-4:00pm (from November to March).

🎯 Team & Company Context

🏢 Company Culture

Industry: Financial Services (Fintech)

Company Size: Large (30,000+ employees)

Founded: 1851 (as Western Union)

Team Structure:

  • The Customer Support team is part of the larger Sales and Operations group.
  • The team consists of Customer Support Associates, Team Leaders, and Managers.
  • The team works closely with other departments, including Sales, Product, and Technology.

Development Methodology:

  • Convera follows Agile methodologies for project management and software development.
  • The Customer Support team uses Salesforce (SFDC) for case management and customer relationship management.
  • The team adheres to strict service level agreements (SLAs) and quality standards.

Company Website: Convera

📝 Enhancement Note: Convera's global presence and large employee base offer extensive opportunities for career growth and development. The company's focus on customer service and commitment to excellence make it an attractive place to work for customer service professionals.

📈 Career & Growth Analysis

Web Technology Career Level: Intermediate (2-5 years of experience)

Reporting Structure: The Customer Support Associate reports directly to the Customer Support Team Leader.

Technical Impact: The role involves handling client transactions, pre/post-sales support, and ensuring compliance with service level agreements. This requires a deep understanding of Convera's products, payment flows, services, and operational processes.

Growth Opportunities:

  • Team Leadership: With experience and strong performance, Customer Support Associates can progress to Team Leader or Manager roles, overseeing a team of Customer Support Associates.
  • Specialization: Customer Support Associates can specialize in specific areas, such as high-value client management, complex issue resolution, or process improvement.
  • Cross-functional Roles: Customer Support Associates may transition to roles within other departments, such as Sales, Product, or Technology, leveraging their customer service experience and industry knowledge.

📝 Enhancement Note: Convera's commitment to employee growth and development, along with its diverse range of departments, provides numerous opportunities for Customer Support Associates to advance their careers and explore new roles within the organization.

🌐 Work Environment

Office Type: Hybrid (2 days at the office)

Office Location(s): Santa Ana, California, United States (with additional offices worldwide)

Workspace Context:

  • The Customer Support team works in an open-plan office environment, fostering collaboration and teamwork.
  • Each Customer Support Associate has a dedicated workspace with multiple monitors, allowing for efficient multitasking and case management.
  • The office is equipped with state-of-the-art technology, including high-speed internet, advanced communication tools, and ergonomic furniture.

Work Schedule:

  • The Customer Support team operates from 8:00-5:00pm Monday to Friday (from March to November) and 7:00-4:00pm (from November to March).
  • The team adheres to strict service level agreements (SLAs) and works flexible hours to meet client needs.

📝 Enhancement Note: Convera's hybrid work arrangement and flexible scheduling allow Customer Support Associates to maintain a healthy work-life balance while meeting the demands of the role.

📄 Application & Technical Interview Process

Interview Process:

  1. Phone Screen: A brief phone call to assess communication skills and cultural fit.
  2. Behavioral Interview: A deeper dive into your customer service experience, problem-solving skills, and teamwork abilities.
  3. Case Study: A hands-on exercise demonstrating your ability to handle client transactions, pre/post-sales support, and issue resolution.
  4. Final Interview: A meeting with the Customer Support Team Leader and other team members to discuss your fit for the role and the team's dynamics.

Portfolio Review Tips:

  • Highlight your customer service experience and success stories, demonstrating your ability to handle high call volumes and meet tight deadlines.
  • Showcase your issue resolution and escalation management skills, with examples of successful outcomes.
  • Emphasize your teamwork and collaboration skills, with examples of your ability to build internal/external relationships and work effectively in a team environment.

Technical Challenge Preparation:

  • Brush up on your knowledge of Convera's products, payment flows, services, and operational processes.
  • Familiarize yourself with Salesforce (SFDC) or similar CRM systems, if applicable.
  • Practice handling high call volumes and meeting tight deadlines in a simulated customer service environment.

ATS Keywords: Customer Service, Communication Skills, Problem-Solving Skills, Time Management, Team Player, Networking Skills, Analytical Skills, Proactivity, Attention To Detail, Technical Skills, Sales Support, Client Liaison, Process Management, Risk Management, Compliance Knowledge, SFDC Knowledge, Fintech, Financial Services, Customer Support, Customer Service Representative, Customer Service Associate, Customer Care, Customer Success, Customer Experience, Customer Service Skills, Customer Service Training, Customer Service Development, Customer Service Improvement, Customer Service Quality, Customer Service Performance, Customer Service Metrics, Customer Service Analytics, Customer Service Reporting, Customer Service Management, Customer Service Leadership, Customer Service Team, Customer Service Teamwork, Customer Service Collaboration, Customer Service Culture, Customer Service Environment, Customer Service Workspace, Customer Service Work Schedule, Customer Service Benefits, 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Application Requirements

Candidates should have experience in a client-facing role within the financial services sector and a passion for customer service excellence. Strong communication skills, analytical abilities, and a proactive approach to client queries are essential.