Customer Care Representative

This is a fully remote position, open to applicants in United States.

📋 Description

• Manage user inquiries on web and app platforms through Zendesk via email and live chat.

• Identify the underlying causes of user issues instead of merely addressing individual cases.

• Refer user concerns to the technical support team as needed.

• Categorize user requests for data analysis.

• Adhere to response time policies within the Service Level Agreement (SLA).

• Provide feedback on recurring challenges faced by users.

• Recommend enhancements to templates, guidelines, and operational processes.

• Collaborate closely with the Tech Support team by reporting software bugs and pinpointing recurring issues.

⛳️ Requirements

• Proficient in English at an Upper-Intermediate (B2) level or above, with excellent writing skills in grammar, punctuation, and vocabulary.

• Ability to communicate clearly, politely, and empathetically in writing, crafting logically structured messages without a copy-paste feel.

• Capacity to manage a high volume of similar requests while maintaining speed and quality.

• Analytical mindset aimed at comprehending the root causes of problems.

• Willingness to work in shifts.

• Familiarity with Zendesk or other ticketing/CRM systems.

• Experience in handling high-volume email and live chat support.

• Background in subscription-based mobile applications.

• Daily utilization of AI tools like ChatGPT, automation tools, and productivity applications.

• Over 1 year of Customer Support experience is preferred but not mandatory.

• Demonstrated examples of process improvements are a plus.

🏝️ Benefits

• Opportunity for freelancer engagement.

• Flexibility of remote work.