Edtech.com's Summary

Relias is hiring a Support Associate. The role is the first point of contact for clients of Relias, whose platform helps healthcare and human service organizations manage compliance and staff training, and involves resolving client questions across phone, chat, email, web, and social media. The associate works within service-level guidelines, logs every interaction in Salesforce, and helps de-escalate issues while following up to keep clients satisfied.

Highlights

Resolve client questions and issues for Business and E-commerce customers across phone, chat, email, web, and social media, with a focus on transactional tickets and quick response times.
Log every client interaction in Salesforce and resolve issues within SLA guidelines.
De-escalate potential conflicts and follow up with clients to deliver a seamless support experience.
Collaborate with teammates to answer questions and share knowledge, and shadow and reverse shadow new hires during their onboarding.
Bring client relationship management, client discovery, and CRM skills, along with working knowledge of the Relias platform and products.
Bachelor's degree required; previous customer service experience, CRM tool experience, and proficiency in reading, writing, and speaking Spanish are preferred.
Hybrid role open to candidates living in North Carolina within about a one-hour commute of the Morrisville headquarters, with roughly 30 office days per quarter.

Support Associate Full Description

Job Description

As a Support Associate, you are the first point of contact for our clients, helping them navigate challenges, resolve issues, and maximize the value of our platform. Whether working with our Business or E-commerce customers, your role is to provide exceptional customer service through various channels, including phone, chat, email, web, and social media. At the heart of our mission, you’ll play a crucial role in supporting clients who serve the most vulnerable members of society, ensuring they can deliver impactful care. You will manage client queries with a sharp focus on resolving issues within SLA guidelines, logging all interactions in Salesforce, and ensuring satisfaction by de-escalating any potential conflicts. Beyond problem-solving, you’ll follow up diligently to provide a seamless support experience.

Your success in this role will rely on a helpful attitude, strong communication skills, and the ability to thrive in a fast-paced, evolving environment. Flexibility, multitasking, and effective time management are essential as you handle multiple priorities and drive continuous improvement in the support experience. We’re looking for someone who is not just capable but also passionate about making a difference—both for our clients and the people they care for.

WHAT YOU'LL BE DOING:

Provide quick response times and quality support to our clients via available channels, with work focusing on tickets of a transactional nature
Work collaboratively in a team environment to help answer questions, share knowledge, and shadow/reverse shadow with new employees during their onboarding
Other duties as assigned

Qualifications

YOU'VE GOT WHAT IT TAKES IF YOU HAVE:

Client Relationship Management: effectively manage and nurture client relationships to achieve mutual success
Client Discovery: ability to understand a client's needs and challenges, assessing the fit for the solution(s), and building a foundation for successful engagements and a long-term relationship
CRM Tool Management: utilizing CRM tools to manage clients, track interactions, maintain accurate records, encompassing all data, processes, and workflows
Relias Platform Knowledge: understand and effectively utilize the features, functionalities, and tools of the Relias Platform
Relias Product Knowledge: understand and effectively utilize the features, functionalities, and tools of Relias Products

YOU'VE GOT WHAT IT TAKES IF YOU HAVE:

Bachelor’s Degree

IT WOULD BE IDEAL IF YOU HAVE:

Previous customer service experience
Experience with a Customer Relationship Management tool
Able to read, write and speak Spanish proficiently

Additional Information

IN OFFICE REQUIREMENT:

Relias values collaboration and wants to ensure that our team members have opportunities to work with their teams regularly for professional development opportunities. Our flexible hybrid work environment requires that you live in the state of North Carolina, within a commutable distance to our office (~1-hour commute). You would be expected to work in our Morrisville, NC Headquarters (close to the Raleigh/Durham airport) approximately 30 days/quarter.

Relias is an Equal Opportunity Employer and a Drug-Free workplace. Relias welcomes and encourages applications from people with disabilities and is happy to make reasonable accommodations in all aspects of the selection process. If you are an individual with a disability and require reasonable accommodation to complete any part of the job application process, please visit our career page for instructions.

All your information will be kept confidential according to EEO guidelines.

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Support Associate

Edtech.com's Summary

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