Associate, Customer Solutions

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  "location": {
    "raw": "Tirana, 1001, Albania",
    "city": "Tirana",
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    "is_remote": false,
    "confidence": 0.8
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    "included": true,
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    "id": "96",
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      "city": "Tirana",
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    "jobOpeningName": "Associate, Customer Solutions",
    "departmentLabel": "Customer Journey",
    "employmentStatusLabel": "Full-Time"
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    "location": {
      "city": "Tirana",
      "state": null,
      "postalCode": "1001",
      "addressCountry": "Albania"
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    "datePosted": "2026-05-11",
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    "description": "<p><span style=\"font-weight: bold\">Associate, Customer Solutions<br><br><br>Role Summary</span></p>\n<p>The Customer Solutions team is the first line of contact for client interaction and communication. This role focuses on high-quality intake, troubleshooting, and clear communication, ensuring every issue enters the system complete, accurate, and ready for resolution by the right team following the right SLA.</p>\n<p><span style=\"font-weight: bold\">Key Responsibilities</span></p>\n<ul>\n<li>Handle the initial intake of tickets, ensuring each report includes all required information (screenshots, links, timestamps, environment, impact).</li>\n<li>Solve routine “How-to” and navigation questions using internal help documentation and FAQs.</li>\n<li>Accurately categorize and prioritize tickets (product area, type of issue, severity, client impact).</li>\n<li>Escalate tickets to the appropriate team following established workflows and SLAs.</li>\n<li>Fully own the communication loop between clients, internal teams, and back again connecting technical problem-solving with a strong customer experience mindset</li>\n<li>Maintain clear and concise written communication with internal teams and with clients.</li>\n</ul>\n<ul>\n<li>Identify recurring issues and patterns, and flag them as improvement opportunities to Product, Engineering, and Leadership.</li>\n<li>Help monitor and report on key support metrics (volume, SLA adherence, recurrence of issues, common root causes).</li>\n</ul>\n<p> </p>\n<p><span style=\"font-weight: bold\">Recipe for Success / Competencies</span></p>\n<ul>\n<li>Strong analytical and troubleshooting skills; able to break down complex problems into clear, actionable steps.</li>\n<li>Comfortable working across multiple tools (ticketing, CRM, dashboards, logs, SQL, etc.).</li>\n<li>Demonstrates ownership and accountability for the tickets and domains they support.</li>\n<li>Able to manage multiple open issues while maintaining quality and professionalism.</li>\n<li>Experience in a technical support, operations, or customer success engineering role.</li>\n<li>C1-level English (written and spoken), able to communicate with both technical and non-technical stakeholders.</li>\n<li>Familiarity with data structures, APIs, or SQL is a plus, with willingness to deepen technical understanding over time</li>\n</ul>\n<ul>\n<li>Ability to follow playbooks, SOPs, and routing rules consistently.</li>\n<li>Curious and proactive in learning products and processes.</li>\n</ul>\n<p><span style=\"font-weight: bold\">Requirements</span></p>\n<ul>\n<li>Proven experience in a customer support, service desk, operations, or similar role is a plus.</li>\n<li>Ability to work rotational shifts (evenings, weekends, public holidays) as part of a global support model.</li>\n<li>Familiarity with technology and web-based applications, data structures and SQL.</li>\n<li>Basic understanding of the ticket lifecycle, triage workflows, and support escalation paths.</li>\n</ul>",
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    "jobOpeningName": "Associate, Customer Solutions",
    "departmentLabel": "Customer Journey",
    "jobOpeningStatus": "Open",
    "minimumExperience": "Mid-level",
    "jobOpeningShareUrl": "https://engage3.bamboohr.com/careers/96",
    "employmentStatusLabel": "Full-Time"
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