Support Agent (Freelance, Night Shifts)
New
J
JobgetherDigital learning
Based in United Kingdom, Rotating night shifts from 20:00 to 06:00; 2 days on, 2 days offContractJunior
Salary not disclosed
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Job Details
- Languages
- English proficiency at B1+ level or above
- Experience
- At least 3 months to 1+ year of experience in customer support, technical support, sales (particularly for English-speaking markets), or customer retention.
- Required Skills
- Technical supportCustomer support
Requirements
- Have English proficiency at B1+ level or above and strong written communication skills for email support.
- Have at least 3 months to 1+ year of experience in customer support, technical support, sales, or customer retention.
- Bring good technical aptitude and the ability to learn digital products, troubleshoot issues, gather information, and escalate cases accurately.
- Have experience maintaining internal documentation and working with response templates or macros.
- Demonstrate empathy and a customer-first approach, including in difficult or sensitive situations.
- Be able to manage a high volume of requests while remaining calm and polite.
- Adapt to evolving processes, new tools, and changing priorities.
- Pay close attention to detail when documenting customer issues and preparing escalations.
- Be open to constructive feedback and able to communicate suggestions to colleagues and team leads.
- Be available for the rotating 2-days-on, 2-days-off night-shift schedule from 20:00 to 06:00.
Responsibilities
- Handle incoming customer inquiries, primarily through email, and provide clear, accurate, helpful responses.
- Meet individual and team targets for First Response Time, Resolution Time, and Customer Satisfaction (CSAT).
- Learn the platform, its features, and internal support processes to resolve customer issues.
- Gather information on complex cases and escalate bug reports and other issues to technical, product, or legal teams.
- Coordinate refund requests and process transactions through relevant payment systems.
- Identify opportunities to improve customer service workflows and refine response templates.
- Help test and implement new support tools.
- Maintain internal documentation and participate in one-to-one meetings and team discussions.
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