Customer Support Specialist (Non-Voice)
N
NeoWorkECommerce Consumer Hardware
Colombia. Medellín, Medellin, Colombia, Standard business hours in the USFull-TimeMiddle
Salary not disclosed
Apply NowOpens the employer's application page
Job Details
- Languages
- English
- Experience
- 2+ years
- Required Skills
- Technical supportCustomer supportZendesk
Requirements
- 2+ years of customer support experience, preferably in D2C or eCommerce brands
- Hands-on experience with Gorgias (strongly preferred) or similar tools such as Zendesk or Freshdesk
- Experience supporting hardware or technical consumer products
- Strong written English with a clear, empathetic, and confident tone
- Ability to follow structured diagnostic and troubleshooting processes
- High attention to detail for warranty, replacements, and operational workflows
- Comfortable working in AI-assisted support environments
- Ability to learn quickly through Knowledge Centers and live training sessions
- Calm and organized under pressure during high-volume periods
- Proactive mindset with a focus on continuous improvement
Responsibilities
- Manage inbound customer inquiries via email and live chat using Gorgias
- Guide customers through structured troubleshooting for hardware products
- Handle warranty eligibility checks, serial number validation, and replacement workflows
- Process logistics updates including address verification and shipment coordination
- Review AI-assisted responses (Sienna AI), adjust when necessary, and escalate complex cases
- Maintain clear and accurate documentation within ticketing systems
- Collaborate with internal CX teams to improve macros and workflows
- Identify recurring issues and proactively flag patterns for process improvement
- Maintain quality and response speed during peak seasonal surges
View Full Description & ApplyYou'll be redirected to the employer's site
