Product Support Associate

Cloudforce is a technology company focused on cloud computing, looking for a customer-focused individual to join as a Product Support Associate. The role involves assisting clients with their genAI solution, troubleshooting technical issues, and collaborating with the development team to enhance the customer experience. Responsibilities Work closely with the development team to understand product requirements and provide feedback on potential issues Communicate customer issues with the development team and collaborate to ensure they are addressed in future releases Assist in creating and updating user documentation, FAQs, and support materials to enhance customer experience Respond to inquiries and troubleshoot technical issues related to cloud infrastructure, applications, and services, while following established procedures and policies Respond to inquiries and troubleshoot technical issues related to software product while following established procedures and policies Manage and prioritize support desk tickets and escalate issues as necessary Other duties, as assigned Skills Experience in a help desk or customer service role, preferably related to product support Excellent communication skills, both verbal and written Ability to work under pressure and handle multiple tasks simultaneously Familiarity with help desk ticketing systems and IT service management processes related to cloud services Ability to work independently and as part of a team Experience using ServiceNow CSM platform (strongly preferred) Certifications such as Microsoft Azure AI Fundamentals (AI-900 certification) Benefits Outstanding opportunities to learn, grow, and expand your network. Excellent compensation, benefits, and generous incentives. Complimentary snacks to keep you focused. Super cutting-edge technology. State-of-the-art workspace. Community involvement. Great team synergy. Friday lunch and shenanigans... on us! Incentive program for investing in your growth. 401K savings plan and education reimbursement. 24/7 access to a modern gym with Tonal and Peloton. Free monthly garage parking with direct private access to the office. Brand-new, sun-filled National Harbor offices with scenic views of the Potomac, surrounded by shops, restaurants, and more. Medical, dental, life, and short-term disability insurance covered at 100% of the premium for employees and 50% for dependents. Paid parental leave, including adoption and foster care placement. PTO starting at 15 days during your first two years of employment, 20 days in years 2 through 4, and 25 days thereafter (+ incentive opportunities to earn more PTO!). 9 company-observed holidays + 2 more floating holidays to cover additional observed holidays or for use as extra PTO. Company Overview Cloudforce is an IT firm that creates, migrates and maintains custom cloud solutions for businesses. It was founded in 2010, and is headquartered in National, Maryland, USA, with a workforce of 51-200 employees. Its website is