Customer Support Representative - Remote

Overview

As a Customer Support Representative, you will be the first point of contact for many of our users, focusing on customer satisfaction and problem-solving while managing multiple priorities.

In Short

• Answer general questions for all users through phone and email via Zendesk.
• Use troubleshooting techniques to identify customer issues and provide solutions.
• Document and track customer issues and resolutions.
• Follow escalation procedures as required.
• Educate users on product features and navigation.
• Review compliance documentation for alignment with specifications.
• Identify resource gaps and propose solutions.
• Contribute to the customer support knowledge base.
• Participate in team meetings.
• Collaborate with other departments to resolve customer concerns.
• Meet key performance indicators such as response time and customer satisfaction.

Requirements

• Ability to take ownership of tasks with minimal supervision.
• Excellent written and verbal communication skills.
• Highly organized with strong time management skills.
• Ability to empathize with customer concerns and develop effective solutions.
• Strong relationship-building skills and ability to work cross-functionally.
• Willingness to learn new processes and adapt to change.

Benefits

• Remote work with reliable internet access.
• Flexible office hours with potential for overtime during holidays.