Customer Support Specialist

Company Description

Aria provides a cloud-based monetization platform for subscription- and usage-based businesses. We eliminate billing bottlenecks and enable companies to rapidly introduce and evolve their offerings, bundles, and promotions.

Innovative organizations such as Netgear, Experian, Comcast, and Telstra rely on Aria for the agility to accelerate time to revenue, maximize customer value, and drive business growth.

We are seeking talented, passionate individuals with strong track records and relevant expertise to help us achieve our goals. Aria is a fast-moving company with a dynamic, collaborative culture where you can learn from your peers and make meaningful, visible contributions that benefit our world-class customers and partners.

Role Description

The Customer Support team is responsible for helping customers successfully use Aria’s products and services by providing timely assistance, resolving issues, and ensuring a positive experience.

• Research Level 1, 2, and 3 support issues using the Aria UI and Aria database
• Diagnose and distinguish between client-side and server-side issues
• Troubleshoot problems, determine appropriate actions, test and document solutions, and escalate when necessary
• Work directly with clients to develop and validate new functionality
• Utilize SQL to query and analyze data
• Apply knowledge of API processing and use tools such as SOAP UI and Postman
• Provide first-level support via phone, email, and ticketing systems
• Deliver high-quality, professional customer service using active listening and effective problem-solving skills
• Build and maintain strong client relationships across varying technical skill levels
• Respond to customers within stated SLAs and with the appropriate level of urgency
• Keep clients informed throughout the issue lifecycle
• Create, manage, and maintain accurate tickets for customer requests and issues
• Track and document issues using systems such as Microsoft Dynamics and Jira
• Capture and document server-side issues thoroughly in ticketing software
• Perform other duties and responsibilities as assigned

Required Qualifications

• 3–5 years of experience in a customer support role
• Strong customer service, communication, and interpersonal skills
• Bachelor’s degree in Computer Science, Information Systems, or an equivalent combination of education and experience
• Excellent written and verbal communication skills
• Ability to work effectively both independently and as part of a team
• Highly adaptable and comfortable in a dynamic, fast-changing environment