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.
Company Overview
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