Associate Customer Care Representative

Job Title : Associate Customer Care Representative

It's fun to work in a company where people truly BELIEVE in what they're doing! The Associate Customer Care Representative at Rocket Software plays a vital role in ensuring customer success. This position involves handling a wide range of customer inquiries via phone and email, with a focus on professionalism, empathy, urgency, and a genuine desire to help. As a part of a remote team of Customer Care Reps around the world, you will become a Subject Matter Expert on the Rocket Community platform, educating customers on its features and benefits while advocating for their needs and driving positive outcomes. This is a fully remote position in Costa Rica.

Essential Duties & Responsibilities

Deliver exceptional customer service via phone and email with empathy, urgency, and professionalism to our customers around the world; these include small and large businesses, new and existing customers.

Accurately and promptly process customer requests, escalating to your manager when necessary.

Ensure data accuracy by adhering to established guidelines.

Collaborate across departments to ensure timely and effective resolutions.

Build and maintain strong relationships with customers and colleagues.

Provide feedback and suggestions to support continuous process improvement.

Take on additional responsibilities and projects as assigned.

Participate in rotating weekend on-call shifts and provide coverage for other shifts as needed.

Experience & Qualifications

12 years of customer support or engagement experience, ideally with a large multinational software company.

Strong customer service skills, especially in challenging situations. Excellent written and verbal communication skills; English fluency is a must.

Effective organizational, listening, and interpersonal skills. Strong research, planning, and problem-solving abilities.

Basic computer and operating system proficiency.

Experience with Salesforce or other CRM platforms is very helpful.

Must be able to work standard business hours (10 am 7 pm local time) as well as rotating weekend on call shifts and occasional coverage of alternative shifts.

Alignment with Rocket's core values : Empathy, Humanity, Trust, and Love.

Information security is everyone's responsibility. A fundamental principle of information security at Rocket Software is that all individuals in the organization have a responsibility for the security and protection of company information and IT Resources over which they have control, according to their role.

Diversity, Inclusion & Equity : At Rocket we are committed to an inclusive workplace environment, where every Rocketeer can thrive by bringing their full selves to work. Being a Rocketeer means you are part of our movement to continually drive inclusivity, diversity and equity in our workforce. Rocket Software Inc. is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. Rocket Software Inc. is also committed to compliance with all fair employment practices regarding citizenship and immigration status. Rocket is committed to working with and providing reasonable accommodation to individuals with physical and mental disabilities. If you need special assistance or an accommodation while seeking employment, please contact : 781-577-4321 or send an email to people@rocketsoftware.com. We will make a determination on your request for reasonable accommodation on a case-by-case basis.

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us! Companies around the world trust Rocket to solve their most complex business challenges by powering their critical infrastructure, business processes, and data. We help extend the value of these assets, enabling our customers to embrace the potential of cloud and mobile computing, advanced analytics, and the innovations of tomorrow. From the clothes we wear to the cars we drive, Rocket solutions power the back-end systems that thousands of brands rely on every day. At Rocket, software is about more than just codeit's about people. We are passionate problem-solvers, working to make a difference for others. Our foundation is built on empathy, humanity, trust, and love, and we strive to embody these core values in everything we do. Whether we're serving our customers, partners, or fellow Rocketeers, we are committed to treating everyone with the respect and care they deserve. Founded in 1990, Rocket Software is headquartered in Waltham, Massachusetts, and has 20 offices worldwide, bringing people and technology together to build a better future.