Support Associate, IT​/Tech

About Talent Neuron, LLC
Talent Neuron is the global leader in workforce and labor market intelligence. Our solution combines external labour market data with internal workforce insights to power strategic workforce planning (SWP), skills analysis, location strategy, DEI initiatives, and talent acquisition.
We ingest millions of global data points across 90% of the world's GDP and deliver insights through SaaS, data delivery, and expert advisory services—helping the world's leading enterprises plan, build, and deploy the workforce of the future.

Our Core Values
Humanity First  – We lead with empathy, kindness, and respect.
Customers at the Core  – We deeply understand client needs and deliver exceptional value.
Diverse Minds, One Team  – We collaborate, debate, and succeed together.
Pioneering Innovation  – We take risks, learn fast, and drive change.
Resilient Perseverance  – We solve problems creatively and own our commitments.

About the role
The Support Associate is a critical contributor to the Support & Operations function, responsible for handling inbound requests, triaging issues, and ensuring smooth operational flow across the organization. This role acts as a first-line support contact, delivering high-quality service to internal stakeholders and customers while maintaining strong documentation, clear communication, and effective cross-functional collaboration. This is an India-based role that requires consistent work during Eastern Standard Time (EST) or Pacific Standard Time (PST) hours to support North American teams.

What you'll do
1. Case Intake & Management
Serve as the initial point of contact for support requests across email, ticketing systems, chat, and phone.
Log, categorize, and prioritize issues accurately in platforms such as Salesforce or JIRA.
Conduct first-level troubleshooting and provide quick resolutions when feasible.
Track, monitor, and meet SLA expectations for responsiveness and case handling.

2. Issue Triage & Resolution
Diagnose common platform, access, or workflow issues using standard operating procedures.
Educate internal teams on tools, systems navigation, and troubleshooting steps.
Escalate complex issues with clear and complete documentation to the appropriate teams.
Follow up on escalations to ensure timely resolution and closure.

3. Stakeholder & Cross-Functional Collaboration
Partner with Product, Engineering, Customer Success, Operations, and Sales to resolve issues efficiently.
Support internal teams with access setup, troubleshooting, and information requests.
Provide ongoing updates and communication to stakeholders throughout case life cycles.

4. Reporting & Operations Excellence
Maintain high-quality case notes and data hygiene within support systems.
Analyze inbound volume trends, recurring issues, and workflow bottlenecks.
Assist with generating operational reports, dashboards, and insights for leadership.
Contribute to improvements in SOPs, knowledge base articles, templates, and support processes.

5. Customer Service & Experience
Deliver responsive, professional, and empathetic communication across all channels.
Provide guidance on platform usage, best practices, and system features.
Identify opportunities for efficiency improvements, self-service content, and user support enhancements.

Qualifications
Required
Bachelor's degree or equivalent professional experience.
Based in  India  with the ability to work  full EST or PST shift hours  without exception.
1–3 years in Support, Operations, Customer Service, or similar roles.
Excellent written and verbal communication skills.
Strong attention to detail, organization, and time management.
High degree of ownership, accountability, and self-motivation.
Proficiency with digital tools and ability to learn new systems quickly.

Preferred

Experience with ticketing or case management tools (e.g., Salesforce, JIRA, Zendesk)
Previous work supporting North American customers or internal teams.
Ability to analyze trends, identify patterns, and recommend improvements.
Understanding of operational workflows, process documentation, and continuous improvement.

Working Hours
Candidates must commit to  strict adherence  to  EST (8 am–5 pm)  or  PST (8 am–5 pm)  work hours.
Flexibility for occasional extended hours during major incidents or high-priority escalations.

What You Will Gain
Experience working with global stakeholders across multiple functions.
Exposure to case management, operations, analytics, and process improvement practices.
Career growth opportunities in Support Operations, Program Management, Customer Success, and Product Operations.
A collaborative and supportive culture that values learning, accountability, and continuous improvement.