Customer Support Specialist
New
T
Talent SystemsEntertainment Software
This is a complete remote position based in India., Rotational shift based on business requirementsFull-TimeMiddle
Salary not disclosed
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Job Details
- Languages
- Fluent spoken English
- Required Skills
- JiraZendeskTroubleshootingTechnical supportCRMCustomer support
Requirements
- Excellent communication skills — clear, conversational, and helpful
- Fluent spoken English with confident verbal communication skills
- Familiarity with Western business communication norms
- Demonstrated experience in voice or phone-based customer support
- High emotional intelligence
- Strong customer support experience in a high-volume email or chat-based environment
- Tech-savvy and comfortable troubleshooting issues across cloud-based tools and systems
- Experience with help desk platforms and CRMs (e.g., Zendesk, JIRA)
- Organized and detail-oriented, with the ability to manage multiple conversations and competing priorities
- Comfortable working independently, using sound judgment, and asking for help when needed
- Graduation degree is a must
Responsibilities
- Respond to customer questions via email and chat (and occasionally text) in a timely, thoughtful, and clear manner
- Troubleshoot technical issues and see them through to resolution, escalating bugs or complex problems when needed
- Guide customers through product features and workflows to help them achieve their goals
- Handle escalated or complex cases that benefit from live phone interaction
- De-escalate difficult or emotionally charged customer interactions with calm, empathy, and professionalism
- Capture and share product feedback, pain points, and recurring issues
- Keep internal records up to date with helpful notes, known issues, and troubleshooting steps
- Contribute to team goals by managing a high volume of support requests without sacrificing quality
- Stay current on new product updates and communicate changes to customers as needed
- Build deep product knowledge across all Talent Systems tools
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