Customer Support Agent

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

📋 Description

• Oversee and address customer inquiries through Zendesk while adhering to SLA standards for response times, ticket resolution, and customer satisfaction scores.

• Precisely record customer interactions in Zendesk and update information in NetSuite.

• Collaborate with technicians and service providers to ensure prompt resolution of issues, including the dispatch of service requests when necessary.

• Communicate effectively with the Support Team via Slack, email, and Zoom.

• Provide assistance with Refill Station maintenance, filter replacements, billing inquiries, and general product information.

• Utilize macros and scripts to deliver quick, clear, and professional responses across all communication channels.

• Elevate unresolved issues to the relevant team members when appropriate.

• Manage freight and logistics coordination, including collaboration with 3PLC warehouses, LTL freight partners, and small-parcel shipments.

• Conduct audits and validate data in NetSuite to ensure accuracy in reporting and customer records.

⛳️ Requirements

• Minimum of 1 year of experience in customer service, operations, account management, or logistics.

• 1-3 years of experience in operations coordination, account management, customer support, or a similar logistics role.

• High school diploma is mandatory.

• Excellent proficiency in the English language, both spoken and written.

• Familiarity with NetSuite, Zendesk, and G-Suite is preferred.

• Strong capability to professionally support and assist both new and existing customers.

• Effective time management skills, with the ability to multitask and adapt in a fast-paced environment.

• Strong cross-functional communication skills to collaborate seamlessly with customers and internal teams.

• Ability to interpret and resolve inquiries from third-party technicians regarding FloWater equipment, services, and repairs.

• Experience with hardware products and services is a plus.

• Must be willing to travel to the U.S. occasionally.

• Applications and resumes should be submitted in English.

🏝️ Benefits

• $150/month healthcare stipend.

• 12 days of paid time off annually.

• All U.S. holidays are observed by onshore FloWater employees.