Tier-1 Customer Support Associate

At Codifyd, we transform the way B2B distributors and manufacturers leverage the digital landscape. With a product content-centric approach, we create a failsafe system for organizations to manage complex data and information required in today’s digital commerce marketplace. Our digital transformation services and AI technologies enable operational efficiency for B2B organizations and their channel partners, while providing a superior research-to-purchase experience for end users and financial growth for sellers.

The Codifyd team is comprised of bright, talented, and experienced professionals working in a fast-paced culture where every team member has autonomy and responsibility.  We value innovative thinking, elegant and pragmatic design, exceptional team chemistry, and innate passion to make an impact.

Job Description

As a member of the customer support team, the customer success representative will be responsible for providing support to SaaS customers who are in production. The customer success representative will create new tickets, and complete open tickets to ensure customer satisfaction in accordance to SLAs. He/She will have a good working knowledge of the portal, what common actions are performed in platform, the how-to’s, and scripted answers for FAQs.

Position Requirements:

  • Resolve customer complaints via phone or email
  • Willingness to learn new software and technologies
  • Advise on company information
  • Suggest solutions when the product malfunctions.
  • Work with customer service manager to ensure proper customer service is being delivered.
  • Close out or open call records
  • Helping new customers implement the product
  • Writing documentation that answers questions about your product
  • Reporting on customer feedback and identified bugs to the rest of the team


  • Must be proficient in Excel and CSV formatting and have basic knowledge of XML
  • Problem Solving mindset
  • Self-Starter- ability to begin an assignment with little to no guidance after training
  • Must be proficient in both spoken and written English
  • Prior experience (2+ years) desirable in a similar role
  • Must be willing to work overlapping US hours
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