Customer Support Specialist
New
Global+, APAC or EU timezone based on business needsFull-TimeMiddle
Salary5 USD per hour
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Job Details
- Languages
- Native-level English proficiency (C2)
- Experience
- Minimum 1 year
Requirements
- Minimum 1 year of experience in technical support with live chat as a primary channel
- Omni-channel support experience required
- Native-level English proficiency (C2)
- Exceptional written and verbal communication skills
- Proven ability to adjust tone and communication style based on customer context
- Strong problem-solving skills and attention to detail
- Proactive, self-motivated communicator
- Strong cultural fit with collaborative teams
- Full weekend availability required (Saturday and Sunday)
- Graveyard shift flexibility
- Computer with at least 8GB RAM, an Intel i5 core processor/AMD Ryzen 5 Processor and up
- Internet speed of at least 40MBPS
- Headset with an extended mic that has noise cancellation and a webcam
- Back-up computer and internet connection
- Quiet, dedicated workspace at home
Responsibilities
- Respond to customer inquiries through live chat with professionalism and speed
- Provide technical troubleshooting for product features, integrations, and platform functionality
- Handle phone and email support requests when needed
- Diagnose and resolve issues related to calendar syncing, channel integrations (Airbnb, VRBO, Booking.com), and smart device connectivity
- Guide customers through setup processes for AI auto-replies, dynamic pricing, and direct booking features
- Ensure timely and accurate resolutions while maintaining attention to detail
- Maintain detailed records of customer interactions, issues, and resolutions in CRM/ticketing systems
- Document recurring issues and system bugs, escalating them to appropriate internal teams
- Review and update customer information with strong attention to detail
- Adjust communication style based on customer needs
- Maintain a professional yet personable tone across all customer touchpoints
- Collaborate proactively with team members to resolve complex customer concerns efficiently
- Follow internal support procedures and quality guidelines to deliver consistent service
- Meet or exceed quality standards
- Demonstrate adaptability and willingness to learn new tools, processes, and product updates
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