JO-202521 : Customer Support Representative

Job Description

Job Overview :

We are seeking a dedicated Customer Support Representative with at least three years of experience in providing client-facing support. The ideal candidate is proactive, solutions -oriented, and capable of managing customer inquiries with professionalism and empathy. This role ensures timely issue resolution while maintaining a positive customer experience across multiple communication channels.

Key Responsibilities :

• Respond to customer inquiries via email, phone, chat, or ticketing systems.
• Troubleshoot product or service issues and provide clear, accurate solutions.
• Document interactions and resolutions in the CRM or support platform.
• Escalate complex concerns to appropriate teams when necessary.
• Maintain a high level of product knowledge to assist customers effectively.
• Meet or exceed performance metrics such as response time, customer satisfaction, and ticket resolution.
• Collaborate with internal teams to improve processes, customer experience, and support documentation.

Requirements

Nice-to-Have :

Benefits

Requirements

Minimum of 3 years of experience in customer support or a similar client-facing role. Excellent communication skills with the ability to simplify technical or complex information. Strong problem-solving and multi-tasking abilities. Experience using CRM or ticketing systems (e.g., Zendesk, Freshdesk, Salesforce). Ability to work independently in a remote environment. High level of professionalism, patience, and customer empathy. Nice-to-Have : Experience supporting SaaS, tech, or service-based products. Familiarity with knowledge base creation or process documentation.