Customer Experience Agent
New
E
Epic Kids Inc.EdTech
Remote, US, Monday through Friday, 6:30 AM – 3:30 PM ESTTemporaryEntry
Salary20 USD per hour
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Job Details
- Experience
- 1–2 years
- Required Skills
- Written communicationTroubleshootingCustomer supportZendesk
Requirements
- 1–2 years of experience in a customer support or customer experience role, preferably email-based support
- Experience using Zendesk or a similar support ticketing platform
- Excellent written communication skills with a professional, empathetic, and customer-first approach
- Strong attention to detail and ability to manage multiple support tickets simultaneously
- Comfortable learning and navigating web-based tools and software platforms quickly
- Strong problem-solving skills and ability to remain calm under pressure
- Self-motivated, reliable, and comfortable working independently in a remote environment
Responsibilities
- Respond to customer inquiries via email using Zendesk, ensuring timely, accurate, and thoughtful resolutions
- Troubleshoot account, billing, and technical issues related to the Epic platform
- Escalate more complex issues to the appropriate internal teams with clear documentation and context
- Utilize pre-built macros, templates, and personalized communication to provide consistent, high-quality support
- Follow established support workflows, quality standards, and response guidelines
- Collaborate with the Customer Experience team to identify recurring issues and suggest process improvements
- Meet or exceed customer satisfaction and response time goals
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