Associate Customer Care Representative

About the role

The Associate Customer Care Representative will join Rocket Software’s remote Customer Care team, supporting global customers via phone and email. You will become a subject‑matter expert on the Rocket Community platform, helping users understand its features while ensuring their issues are resolved promptly.

Key responsibilities

• Deliver exceptional customer service with empathy, urgency and professionalism through phone and email.
• Accurately process and resolve customer requests, escalating when necessary.
• Maintain data accuracy following established guidelines.
• Collaborate with cross‑functional teams to achieve timely resolutions.
• Build and sustain strong relationships with customers and colleagues.
• Provide feedback for continuous process improvement.
• Participate in rotating weekend on‑call shifts and cover alternative shifts as needed.

Required profile

• 1–2 years of experience in customer support or engagement, preferably with a multinational software company.
• Strong customer service skills, especially in challenging situations.
• Excellent written and verbal communication in English.
• Effective organizational, listening and interpersonal abilities.
• Ability to work standard business hours and occasional alternative shifts.
• Alignment with Rocket’s core values of Empathy, Humanity, Trust and Love.

Required skills

• Experience with Salesforce or other CRM platforms.
• Basic computer and operating system proficiency.