Customer Support Representative

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

📋 Description

• Address customer inquiries through phone, live chat, and email while adhering to established service levels.

• Diagnose account, order, billing, and product-related issues, resolving them on the first interaction whenever feasible.

• Forward complex cases to the appropriate team with detailed, comprehensive notes.

• Accurately record each interaction in the client's CRM or helpdesk systems, including Zendesk, Gorgias, or Freshdesk.

• Recognize recurring issues and provide feedback to enhance help articles and operational processes.

• Achieve quality, productivity, and customer satisfaction objectives.

• Act as the initial point of contact for customers of U.S. clients in the e-commerce, technology, and healthcare sectors.

⛳️ Requirements

• A minimum of 1 year of experience in customer support, call center, or client-facing service roles.

• Exceptional spoken and written English skills.

• A calm, empathetic, and solution-focused communication approach.

• Proficient in utilizing helpdesk, CRM, and ticketing tools.

• Strong attention to detail with the capability to multitask across various channels.

• Availability to work during U.S. business hours.

• Must be located in Jamaica.

• A dependable home office setup and a stable internet connection.

• Experience assisting U.S. customers (Nice to Have).

• Background in e-commerce, SaaS, or healthcare support (Nice to Have).

🏝️ Benefits

• Health insurance coverage for contractors.

• Additional pay during holidays.

• Work hours typically align with standard U.S. business hours, with some flexibility based on client requirements.

• Fully remote position.

• Mental health days offered.

• Performance-based incentives alongside the base salary.

• Annual review and appraisal process.

• Opportunities for professional development and advancement within the organization.