Remote Customer Support Representative

Roles & Responsibilities:

• Respond promptly to customer inquiries via phone, email, and chat regarding product-related issues, service questions, and general inquiries.
• Efficiently log and manage support cases received through various channels, ensuring accurate and detailed documentation.
• Conduct outbound calls to customers as necessary, providing assistance and ensuring customer satisfaction.
• Update and maintain customer information in the customer service database during and after each interaction.
• Collaborate with the management team to stay informed about company processes, policies, and product updates.
• Monitor call queues to ensure timely assignment and resolution of customer support cases.
• Address backlog support cases, liaising with internal team members for necessary follow-ups.
• Manage various types of cases, including but not limited to Portal access requests, password resets, documentation requests, and operational metrics tracking.
• Oversee and update contact lists for organizations collaborating with the company.
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• 1-2 years of experience in effectively managing and resolving support tickets.
• Proficiency in using ticketing systems such as Zendesk, Jira, or equivalent.
• Preferable experience with CRM systems like Salesforce
• Fluent in spoken and written English.
• Strong multitasking abilities with a positive attitude towards problem-solving.
• Previous experience working in a software company.

What We Offer

• An Attractive Salary Package + Benefits
• 100% Remote Work - Work From Anywhere
• Working with an International Team
• Opportunity To Learn & Develop New Skills
• Standard 8 hour shift falls between 9 AM - 5 PM EST (US/Canada)