Primary job title: Customer Service Representative (Remote)
About the opportunity
Work with a company operating in the Technology Services Customer Experience sector, delivering remote support and managed services to U.S. customers. The team focuses on omnichannel customer care for SaaS and digital products—combining technical troubleshooting, account support, and CX-driven problem resolution. This fully remote role supports U.S. time zones and emphasizes fast, accurate, and empathetic customer interactions.
Role Responsibilities
- Respond to inbound customer inquiries via phone, email, and live chat—deliver accurate, first-contact resolutions where possible.
- Log, triage, and update support tickets in the CRM; prioritise and escalate technical or account issues to engineering or account teams.
- Troubleshoot product and account issues using provided knowledge base and diagnostic tools; guide customers through step-by-step solutions.
- Meet SLA and CSAT targets by managing queue times, follow-ups, and clear ticket documentation.
- Contribute to and maintain the internal knowledge base—capture repeat issues and suggested KB improvements.
- Collaborate with cross-functional teams to communicate recurring product issues and support process improvements.
Skills QualificationsMust-Have
- Zendesk
- Salesforce Service Cloud
- Intercom
- Ability to work U.S. time zones and authorization to work in the United States
Preferred
- Aircall
- Experience supporting SaaS or digital products (B2B or B2C)
Additional qualifications (summary)
- Proven remote customer support experience with strong written and verbal English communication.
- Comfortable with KPI-driven environments (CSAT, AHT, SLA adherence) and multi-channel queues.
- Reliable home workspace with stable high-speed internet and ability to use headset/VoIP tools.
Benefits Culture Highlights
- Fully remote, U.S.-based role with flexible scheduling across U.S. time zones.
- Opportunity to grow into specialist support, quality, or customer success tracks within a scaling tech-support organisation.
- Collaborative, data-driven culture that rewards customer empathy and continuous improvement.
Keywords: remote customer service, customer support representative, US remote, omnichannel support, Zendesk, Salesforce, live chat, VoIP, SaaS support, CSAT.
