Customer Support Representative

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

📋 Description

• Provide exceptional customer service via phone, cases, email, and chat support.

• Handle client inquiries using Salesforce CRM for case management and phone communications.

• Participate in real-time troubleshooting to address technical challenges.

• Keep accurate and current documentation of client interactions and organizational updates.

• Deliver Tier-one support for incoming and outgoing calls, website modifications, webmail configuration and troubleshooting, billing inquiries, product assistance, document transfers, secure firm portal access, DNS record management, service downgrades, ownership transfers, and sales upsell support.

• Inform existing clients about product functionalities and additional service options.

• Recognize and leverage opportunities to upsell additional or enhanced services while ensuring a premium customer experience.

• Achieve defined performance objectives and metrics.

• Undertake other responsibilities as directed by management.

⛳️ Requirements

• An associate degree is preferred.

• Minimum of 3 years of customer service experience in a dynamic, customer-oriented, or technical/helpdesk call center setting.

• Excellent time management capabilities.

• Strong attention to detail.

• Basic understanding of HTML and CSS is highly preferred and recommended.

• Required familiarity with CRM systems, preferably Salesforce.com or similar platforms.

• Proficient in Microsoft and Adobe applications, including Word, Excel, and Photoshop.

• Basic knowledge of DNS (Domain Name System), including A, MX, TXT, and CNAME records, is preferred.

• Familiarity with digital marketing concepts such as SEO, PPC, LSA, Google Business Profile, and Facebook Ads is preferred.

• Sales experience is desirable.

• Ability to lift at least 20 pounds.

• Availability for overtime and weekend work may be required as deemed necessary.

• Consistent and reliable attendance is essential.

• Ability to sit for extended periods.

🏝️ Benefits

• Full-time employment.

• Overtime and weekend opportunities may be available as required.