Customer Support

Customer Support
(Remote)
Full-time & Part-time

– About the role

We are looking for a new customer support to join our client’s team.

As a Remote Customer Support Representative, you will be responsible for providing excellent customer service and support to customers from a remote location. Your primary goal will be to ensure customer satisfaction by addressing their inquiries, resolving issues, and providing timely and accurate information. This is a remote position, which means you will work from a home office or any other suitable location with a stable internet connection.

– What you will work on

Responding to Customer Inquiries: Engage with customers through various communication channels (email, chat, phone) to address their questions, concerns, and technical issues in a professional and courteous manner.

Troubleshooting and Issue Resolution: Diagnose customer problems and provide effective solutions by following established procedures and guidelines. Escalate complex issues to senior support staff or other departments when necessary.

Product Knowledge: Develop a comprehensive understanding of the company’s products or services to provide accurate and relevant information to customers. Stay updated on product updates, features, and troubleshooting techniques.

Account Management: Assist customers with account-related tasks, including registration, login issues, billing inquiries, and subscription management. Maintain accurate and detailed customer records in the CRM system.

Customer Satisfaction: Strive to exceed customer expectations by actively listening to their concerns, empathizing with their situation, and providing appropriate resolutions in a timely manner. Follow up with customers to ensure their issues are fully resolved.

Documentation and Reporting: Maintain detailed records of customer interactions, inquiries, and solutions provided. Report recurring issues or trends to the appropriate teams to help improve product/service quality and customer experience.

Collaborative Support: Collaborate with other remote support team members and departments to ensure consistent and effective customer support across all channels. Share knowledge and best practices to contribute to the continuous improvement of support processes.

Self-Development: Stay updated on industry trends, customer support techniques, and product knowledge through ongoing training and self-study. Actively seek feedback from supervisors and take necessary steps to enhance your skills and performance.

– Our ideal candidate

You have 2+ years of proven experience working in a SaaS and tech company as customer success representative or similar role

Strong verbal and written communication skills with the ability to adapt your style to different customers.

Excellent problem-solving and troubleshooting abilities.

Proficient in using various communication channels, including email, chat, and phone.

Familiarity with customer support software, ticketing systems, and CRM tools.

Self-motivated and able to work independently with minimal supervision.

Strong organizational skills and attention to detail.

Ability to work in a fast-paced environment and handle multiple tasks simultaneously.

Flexibility to work shifts, including weekends and holidays, if required.

– How to apply?
1. Send us your CV at Click to view

2. Send a video explaining why you would be great fit for the position and answer these questions:
Present your past experience + How many years of experience do you have working for a SaaS company?
Present your skills
Are you available part-time or full time? Or both?
Are you available to work USA and Europe hours?
What is your desired starting date and salary?
What is your English level?
Professional working proficiency
Full professional proficiency
Native or bilingual proficiency

Note: This job description is a general overview and may be subject to modifications or additions to meet the specific requirements of the company or position.