Customer Support Representative
New
A
AI AcquisitionAI, PaaS, SaaS
Philippines. United Kingdom. Poland. HungaryFull-TimeMiddle
Salary not disclosed
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Job Details
- Experience
- 2–4 years of experience
- Required Skills
- Zendesk
Requirements
- 2–4 years of experience in Customer Support, Customer Service, or similar client-facing roles
- Experience handling live chat or ticket-based support environments
- Strong written communication and problem-solving skills
- Ability to manage multiple conversations/tasks simultaneously
- High attention to detail and accountability
- Comfortable working in a fast-paced, remote environment
- Familiarity with support tools (Intercom, Zendesk, Freshdesk, etc.)
Responsibilities
- Manage live chat and support channels, ensuring fast and accurate responses
- Resolve client queries efficiently while maintaining a high standard of communication
- Escalate complex issues to the appropriate teams when needed
- Maintain professionalism and empathy in all client interactions
- Identify and troubleshoot client issues across platform usage, onboarding, and workflows
- Handle support tickets and follow through until resolution
- Flag recurring issues or bugs to internal teams
- Follow and utilize internal documentation and SOPs effectively
- Contribute to improving FAQs and knowledge base content
- Document new solutions and recurring fixes to support team scalability
- Maintain accurate records of interactions in support systems (e.g., Intercom, Zendesk)
- Support internal teams with insights on client feedback and common pain points
- Ensure adherence to SLAs (response time, resolution time, quality standards)
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