Customer Support Specialist
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Job Location:
Monthly Salary:
Posted on:
30+ days ago
Vacancies:
1 Vacancy
Job Summary
Efani is a secure mobile service provider thats focused on cybersecurity. Its built to protect users from mobile-threats like SIM swap attacks eavesdropping identity tracking and other security vulnerabilities.
We use a mobile virtual network operator (MVNO) model meaning they dont own the physical network towers; they lease infrastructure from big U.S. carriers (like AT&T and Verizon) but layer their own security on top.
Tasks
Were looking for a Customer Support Specialist with an authentic American accent and a passion for delivering a high-touch client experience. Youll be the first point of contact for Efani customers and you will be answering calls handling chats resolving issues and ensuring every client interaction reflects our reputation for reliability and security.
This is a non-sales role focused on support troubleshooting and client satisfaction.
- Answer inbound calls chats and emails from Efani customers promptly and professionally.
- Assist clients with SIM activations plan questions billing inquiries and troubleshooting.
- Maintain a calm polite and confident tone always representing Efanis premium image.
- Accurately record customer interactions and resolutions in the CRM/support system.
- Escalate complex or technical issues to internal specialists when needed.
- Collaborate with the operations and engineering teams to improve customer experience.
- Follow scripts and SOPs but also apply judgment to deliver empathetic human support.
KPIs / Success Metrics
- Average response & resolution time
- Customer satisfaction (CSAT) or NPS score
- Call quality and professionalism ratings
- Adherence to support scripts and SOPs
Requirements
- 25 years in customer support or client success (telecom fintech or SaaS preferred).
- Fluent English with a clear neutral or American accent tested during interview.
- Confident on the phone and able to de-escalate challenging situations.
- Comfortable using CRM or ticketing tools (HubSpot Zendesk Intercom or similar).
- Excellent written communication for chat and email support.
- Stable internet quiet workspace and professional audio setup for call handling.
Key Skills
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About Company
RepairDesk is a modern repair shop management software perfectly suited for automating operations in single-store, multi-store, franchise, and mail-in repair depot businesses. The software is highly customizable to each particular business' workflow and is designed to serve many ind ... View more
