Customer Support Consultant, English C1

This is a fully remote position, open to applicants in Jamaica, +4 more countries.

📋 Description

• Engage with users of a cloud-based file-sharing service through chat and email while adhering to internal service level agreements (SLAs).

• Address inquiries related to billing, usage, account access, and login issues.

• Timely escalate unresolved tickets to the client’s internal support team.

• Replicate reported issues to assess their impact on multiple users.

• Investigate solutions when information is insufficient.

• Adhere to internal guidelines and standard operating procedures (SOPs) while managing tickets and internal communications.

• Document bugs, generate bug reports, and maintain feedback and bug-reporting platforms.

• Provide suggestions for improvements and highlight any unusual product behavior or inefficient processes.

• Reach out to the Team Lead for assistance with procedures or specific tickets.

⛳️ Requirements

• A minimum of 1 year of customer support experience, including the ability to compose professional, well-structured emails.

• Proven experience in delivering high-quality customer support through chat and email.

• Familiarity with CRM or Customer Support Systems (e.g., Zendesk, Intercom, Gorgias).

• Experience in professional settings that require adherence to strict guidelines and key performance indicators (KPIs).

• Excellent English writing and communication skills (C1 level), with a keen eye for proofreading and understanding proper email formatting.

• Solid technical aptitude and a proactive approach to testing, investigating, and resolving issues; programming or coding knowledge is not necessary.

• Quick learning ability and precision in following established procedures.

• A customer-centric approach.

• Proactive, enthusiastic, and willing to give and receive feedback.

• Adaptability and practical judgment.

• Strong attention to detail, with a commitment to thorough work.

• Willingness to be reassigned to different sub-teams within the project.

• Availability for short-term engagement of 3 to 6 months, with the potential for long-term collaboration afterward.

• Reliable internet connection (minimum 50 Mbps download / 40 Mbps upload).

• Technical experience, particularly comfort with testing and in-depth issue analysis, is advantageous.

• Previous experience with Zendesk is a plus.

• Familiarity with iOS/Android devices is a plus.

• Comfort in communicating frequently and sharing suggestions and feedback on possible improvements is a plus.

🏝️ Benefits

• Work schedule: full-time, either Sunday to Thursday from 16:00 to 00:00, or Wednesday to Sunday from 08:00 to 16:00 (GMT-5).

• Fully remote work opportunity.

• A diverse international work environment.

• Compensation provided in USD.

• A balance between project responsibilities and personal time.

• Supportive leadership focused on your professional growth.

• An environment conducive to self-development.

• A culture rooted in trust, with no requirements for time tracking.

• Potential for referral bonuses.

• Specific compensation, benefits, and working conditions will be outlined in the agreement upon selection.