Customer Support Agent (SaaS and VoIP)

Closed for applications

Location

Contract Type

Requirements

At least 6 months of previous experience in customer support, help desk, or contact center environments.
Excellent written English communication skills, with the ability to communicate clearly and professionally through chat and email.
Strong troubleshooting and analytical skills with the ability to identify root causes instead of relying only on scripts.
Experience supporting SaaS products, cloud-based platforms, VoIP solutions, or technology products is highly preferred.
Strong empathy and a customer-first mindset with a passion for helping users.
Ability to simplify technical concepts and explain solutions in a clear and easy-to-understand way.
Comfortable working in a fast-paced, remote environment while managing multiple customer requests.
Strong attention to detail with accurate documentation and follow-up skills.

Key Responsibilities

Provide customer support through Chat and Email channels.
Manage, prioritize, and resolve incoming customer requests efficiently.
Troubleshoot issues related to:
Account setup and configuration
Billing inquiries
Phone number porting
Call routing and communication workflows
AI features and third-party integrations
Translate technical information into clear, customer-friendly explanations.
Aim for One-Contact Resolution (OCR) by solving customer issues effectively.
Collect, categorize, and share customer feedback with internal product, design, and engineering teams.
Maintain accurate customer records and ticket documentation.
Collaborate with teammates and managers to deliver a high-quality customer experience.
Meet performance expectations related to:
First Contact Resolution (FCR)
Customer Satisfaction Score (CSAT)
Average Handle Time (AHT)
First Response Time (FRT)
Quality Assurance

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