Technical Support Representative

Location: Fully Remote (Work from Home), 11 AM – 7 PM EST

Client: Our client provides a cloud-based communication platform designed to help businesses improve their outreach and customer service operations. They are looking for a motivated and personable Technical Support Representative to join their team. In this role, you will handle inbound and outbound calls, assist with customer inquiries, and help maintain pipeline health to ensure customer satisfaction. You'll work with tools like Zendesk for ticketing and CallTools for dialing, and occasionally assist with live chats and Zoom calls.

Key Responsibilities

Inbound & Outbound Calls

• Handle inbound calls, answer customer inquiries, and resolve issues in a timely manner.

• Make outbound calls to clients as per the provided lead lists to follow up on customer queries and drive customer satisfaction.

• Maintain and manage a healthy customer pipeline, ensuring clients are satisfied with the service.

Zendesk Ticketing

• Use Zendesk to manage customer inquiries, support tickets, and provide timely responses to resolve issues.

• Ensure accurate logging and tracking of customer issues in the ticketing system.

Zoom Calls

• Conduct Zoom calls with customers as needed, providing in-depth support and resolving concerns.

Customer Engagement & Satisfaction

• Maintain high levels of customer satisfaction by providing helpful, professional, and timely support.

• Handle live chats occasionally, ensuring prompt and effective resolution of client concerns.

Sales Support

• Engage with clients to understand their needs and upsell services where appropriate, contributing to company growth.

Qualifications

• Minimum 1–2 years of experience in technical support, customer service, phone sales, or a similar customer-facing role.

• Fluency in English with an American-sounding accent is a must.

• Strong communication skills with a professional and friendly demeanor.

• Experience using Zendesk for ticketing and CallTools for dialing is preferred.

• Must have a stable and solid Wi-Fi connection and own equipment to handle calls and manage tasks efficiently.

• Basic computer knowledge (Google Suite, CRM systems, etc.) is required.

• A positive attitude and high motivation to provide excellent customer service.

What Success Looks Like

• High levels of customer satisfaction with consistent positive feedback from customers.

• Timely and effective resolution of customer inquiries and issues through Zendesk and direct interactions.

• Efficient use of outbound calling strategies to maintain pipeline health and engage new clients.

• Demonstrated ability to maintain professionalism and productivity even in a fast-paced environment.

• Consistent achievement of customer service goals and targets.

Opportunity This is a fantastic opportunity for someone passionate about technical support to join a growing company and make a meaningful impact on the customer experience. If you enjoy helping others, have great communication skills, and are eager to grow in a dynamic and supportive environment, we encourage you to apply!

• Fill in the application form

• Record a video showcasing your skill sets