Customer Support Representative (US hours)
Customer Support Representative (US hours)
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Salary Not Disclosed
1 Vacancy
Job Description
Smarter Workdays Start Here AI That Thinks Like You.
Our client is a UK-based innovator in the software development industry specializing in AI-driven executive assistant services that transform how professionals manage their day. Their intelligent platform integrates seamlessly with tools like Gmail and Outlook to automate emails organize schedules and generate meeting notes with precision. Backed by a $10M Series A investment they are rapidly scaling across global markets empowering users to reclaim time boost productivity and focus on high-impact work.
Job Description
As a Customer Support Representative you ll assist users via chat email and ticketing systems troubleshoot technical issues and guide customers through self-service solutions. You ll also document common problems and collaborate with cross-functional teams to enhance the overall support experience.
Job Overview
Shift: 06:00 PM 02:00 AM MK Time
Work Setup: Permanent Work from Home
- Deliver first-line customer support via chat ticketing systems and email
- Troubleshoot basic technical issues and escalate complex cases to Tech Support or Engineering
- Guide customers through self-service resources FAQs and troubleshooting steps
- Monitor and respond to customer feedback to maintain high satisfaction levels
- Document recurring issues and help improve support processes and knowledge base materials
- Collaborate with cross-functional teams (Engineering Product and Tech Support) to enhance the customer experience
- Track and report key support metrics to identify trends and opportunities for improvement
Requirements
The Qualifications We Seek
- 2 3 years of experience in a Customer Support role; SaaS support experience is a strong plus
- Excellent verbal and written communication skills in English
- Strong curiosity and a problem-solving mindset
- Proven ability to manage multiple tasks and priorities in a fast-paced environment
- High attention to detail and strong organizational skills
- Collaborative team player with a proactive attitude and passion for customer success
Benefits
Exciting Perks Await!
- Private Medical Insurance
- Access to Sportmaster
- Career growth opportunities
- Global career exposure
- Diverse and supportive work environment
- Work from home
- Unlimited upskilling through Emapta Academy courses (Want to know more Visit Are We
EMAPTA is proud to be recognized as a leading Global company with a steadfast commitment to excellence in outsourcing solutions. As part of our ambitious expansion strategy we are thrilled to announce our entry into Macedonia a country brimming with immense potential and a talented workforce. We firmly believe in the abilities of the Macedonian people and are eager to contribute to the countrys growth and development. This expansion marks a significant milestone for us as we extend our global footprint into this promising region. With our entrance into Macedonia EMAPTA offers an exciting opportunity for professionals to work with a truly global company while enjoying the benefits of a local Macedonian office and support team. We are dedicated to bridging the best of two worlds by combining our international expertise with the rich talent pool and unique local insights that Macedonia has to offer. Our vision is to empower businesses with top-tier outsourcing services while fostering strong ties with the local community. EMAPTAs presence in Macedonia promises to be a mutually enriching collaboration that propels both the company and the country towards greater success on the global stage.
#EmpoweringPeople #EmaptaEra
The Qualifications We Seek 2 3 years of experience in a Customer Support role; SaaS support experience is a strong plus Excellent verbal and written communication skills in English Strong curiosity and a problem-solving mindset Proven ability to manage multiple tasks and priorities in a fast-paced environment High attention to detail and strong organizational skills Collaborative team player with a proactive attitude and passion for customer success
Employment Type
Full Time
