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Aquila
Aquila
1,001 – 5,000 Employees
H1B Visa SponsorEnterpriseSaaS
Aquila partners with software operators to help them navigate transitions, scale their businesses, and build lasting success. Focused on category leaders across SaaS and enterprise software, the company takes a long-term approach to supporting operators as they strengthen their organizations and pursue their next stage of growth.
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Customer Support Specialist (Remote, Florida)

Support clients using Infinity Software’s alternative-lending platform by troubleshooting issues, answering questions, and guiding users. This full-time remote role serves customers across the United States and Canada.

CACanadaUSUnited StatesFLFloridaRemoteFull-timeJuniorMiddleNo degree requiredEnglish RequiredCustomer Support

Description

  • Handle incoming support requests by triaging emails and calls
  • Open tickets as needed and resolve customer issues efficiently
  • Respond to questions ranging from password resets to product functionality
  • Deliver real-time assistance through phone, chat, and email
  • Follow up consistently to confirm resolution and maintain client satisfaction
  • Investigate and document complex solutions using historical data, resolved tickets, and internal knowledge
  • Partner with Developers and Business Analysts to develop client-focused solutions
  • Share relevant findings through team communication channels
  • Attend team meetings, training sessions, and webinars
  • Collect client feedback and relay enhancement requests to Product and Development teams
  • Train clients on new product releases
  • Support ongoing learning, knowledge sharing, and process improvement
  • Manage a portfolio of 20 to 40 clients across the United States and Canada

Requirements

  • At least two years of experience in technical customer support
  • Experience in a startup or high-growth environment is preferred
  • Availability to work from 9:00 a.m. to 5:00 p.m. Pacific Time
  • Proficiency with Microsoft Office, databases, and remote access tools
  • Ability to quickly learn product releases, functionality, tools, chatbots, automated ticketing systems, and AI-enhanced help desk platforms
  • Analytical, detail-oriented, and client-focused working style
  • Strong critical-thinking, problem-solving, and organizational abilities
  • Ability to recognize patterns, use previous resolutions, and expand existing documentation
  • Excellent verbal and written communication skills
  • Ability to explain technical guidance to non-technical audiences
  • Ability to collaborate effectively in a virtual work environment
  • Responsive judgment and strong awareness of tone, timing, and clarity
  • Respect for differing perspectives and commitment to an inclusive workplace

Benefits

  • Fully remote work arrangement
  • Opportunities for continuous learning, internal mobility, and advancement within Infinity, Aquila, or another business line
  • Coaching and career development support
  • Virtual interview process
  • Disability accommodations available upon request
  • Mission-driven and collaborative remote work environment
  • Recognition for strong performance and hard work
  • Autonomy to approach work creatively and stay curious

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