Customer Support Agent
F
FloWaterWater equipment
Remote - MexicoContractJunior
Salary$1,600 to $1,800 per month
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Job Details
- Languages
- Excellent English language proficiency, both spoken and written; strong written and verbal English communication skills.
- Experience
- 1-3 years in operations coordination, account management, customer support, or a related logistics role
- Required Skills
- NetSuiteSlackZendeskAccount ManagementCustomer support
Requirements
- Have 1-3 years of experience in operations coordination, account management, customer support, or a related logistics role.
- Have a high school diploma; a four-year degree is preferred but not required.
- Demonstrate excellent spoken and written English proficiency.
- NetSuite, Zendesk, and G-Suite experience is preferred.
- Professionally support new and existing customers.
- Manage time effectively, multitask, and adapt in a fast-paced environment.
- Communicate across teams and with customers.
- Interpret and resolve third-party technician inquiries related to FloWater equipment, service, and repairs.
- Be able to travel to the U.S. occasionally.
- Submit the application and resume in English.
Responsibilities
- Manage and resolve customer inquiries through Zendesk while meeting response-time, ticket-resolution, and CSAT expectations.
- Document customer interactions in Zendesk and update records in NetSuite.
- Coordinate with technicians and service providers, including dispatching service requests when needed.
- Communicate with the Support Team through Slack, email, and Zoom.
- Assist customers with Refill Station servicing, filter replacements, billing inquiries, and general product information.
- Use macros and scripts to respond across communication channels.
- Escalate unresolved issues to the appropriate team members.
- Coordinate freight and logistics with 3PLC warehouses, LTL freight partners, and small-parcel shipments.
- Audit and validate NetSuite data for accuracy in reporting and customer records.
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