Entry-Level Customer Support Representative - Financial Services

Year Up United, a national nonprofit in the Banking, Insurance & Investment industry, seeks an Entry Level Product Support professional for our Customer Service & Support team. In this role, you'll troubleshoot basic product issues, respond to customer inquiries, and escalate complex cases. You'll collaborate with cross-functional teams, document support interactions, and help improve user experiences. Ideal candidates are detail-oriented, strong communicators, eager to learn, and committed to our mission of advancing economic mobility for diverse young adults.

Responsibilities

• Serve as a primary contact for students, alumni, and employer partners using Year Up's platforms and tools
• Respond to user inquiries via phone, email, and chat in a timely and professional manner
• Troubleshoot basic technical, access, and usability issues and escalate complex cases as needed
• Log, track, and update all support tickets and interactions in CRM and ticketing systems
• Collaborate with program managers, instructors, and IT to resolve recurring issues
• Identify patterns in support requests and suggest improvements to products, workflows, or documentation
• Assist with testing and feedback for new platform features or updates before release
• Maintain and update knowledge-base articles and user guides to improve self-service support
• Provide clear, empathetic, and culturally responsive communication to users with varying technical skills
• Participate in team meetings, training, and continuous learning opportunities to build product and customer support expertise

Required Skills

• Customer service and support
• Basic technical troubleshooting
• Use of CRM or ticketing systems (e.g., Zendesk, Salesforce, Service
• Now)
• Familiarity with learning management systems (LMS) or educational technology platforms
• Written and verbal communication
• Active listening and empathy in user interactions
• Basic data entry and documentation accuracy
• Problem-solving and root-cause analysis
• Collaboration with cross-functional teams
• Time management and task prioritization
• Basic proficiency with office productivity tools (e.g., Google Workspace or Microsoft 365)