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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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Remote Customer Support Specialist - Florida

Support lending institutions using Infinity’s customizable loan-management platform. Troubleshoot customer issues, guide users, and help improve support processes in a remote role.

CACanadaUSUnited StatesFLFloridaRemoteFull-timeJuniorMiddleNo degree requiredEnglish RequiredCustomer Support

Description

  • Handle incoming support requests and triage emails and calls.
  • Create tickets as needed and resolve issues promptly.
  • Assist with concerns ranging from password resets to product functionality questions.
  • Provide real-time support by phone, chat, and email.
  • Follow up consistently to confirm resolution and customer satisfaction.
  • Research and document solutions to complex issues using historical data, resolved tickets, and internal team knowledge.
  • Partner with Developers and Business Analysts to develop customer-focused solutions.
  • Participate in team communication channels, meetings, training sessions, and webinars.
  • Collect customer feedback and relay enhancement requests to Product and Development teams.
  • Train customers on new product releases.
  • Support continuous learning, knowledge sharing, and process improvement.

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 (PST).
  • Proficiency with Microsoft Office, databases, and remote access tools.
  • Capacity to learn new tools, releases, and product functionality quickly.
  • Willingness to learn and adapt to chatbots, automated ticketing systems, and AI-enhanced help desk platforms.
  • Strong analytical, detail-oriented, client-focused, critical-thinking, problem-solving, and organizational abilities.
  • Excellent verbal and written communication skills.
  • Ability to explain technical guidance clearly to non-technical audiences.
  • Ability to collaborate effectively in a virtual work environment.
  • Sound judgment and responsive communication.
  • Respect for differing perspectives and commitment to an inclusive workplace.

Benefits

  • Fully remote work arrangement.
  • Ongoing learning, internal mobility, and advancement opportunities within Infinity, Aquila, or another business line.
  • Coaching and career development support.
  • Collaborative remote work environment.
  • Virtual interview process.
  • Accommodations are available upon request for candidates participating in any part of the selection process.

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