Customer Support Representative

Requirements:

• 12 years of experience in customer support customer service or a similar role.
• Excellent verbal and written communication skills.
• Experience with customer support platforms such as Zendesk Freshdesk Intercom or similar tools.
• Basic understanding of SaaS products web applications or digital services.
• Strong problem-solving and troubleshooting abilities.
• Ability to manage multiple customer inquiries efficiently.
• Detail-oriented with strong organizational skills.
• Customer-focused mindset with a professional and empathetic approach.

Responsibilities:

• Respond to customer inquiries via email chat and ticketing systems in a timely manner.
• Diagnose and resolve product or service-related issues.
• Escalate technical or complex concerns to relevant teams with proper documentation.
• Maintain accurate records of customer interactions and resolutions.
• Ensure adherence to established response and resolution SLAs.
• Follow up with customers to confirm successful issue resolution.
• Contribute to internal knowledge bases by documenting recurring issues and solutions.
• Identify opportunities to improve support processes and customer experience.