Customer Support Representative – Project Based

This is a fully remote position, open to applicants in India, +1 more country.

📋 Description

• Address incoming customer support inquiries during overnight hours in the PST time zone.

• Provide Tier 1 assistance to Parkade users.

• Identify the root causes of basic customer issues and offer clear next steps.

• Assist users in troubleshooting and completing tasks they are unable to perform in the Parkade app.

• Collect relevant information and replicate issues when necessary.

• Manage routine administrative requests that require assistance from the internal team.

• Adhere to established processes and guidelines while resolving customer requests.

• Prioritize requests according to urgency and the impact on customers.

• Follow up on unresolved issues to ensure proper resolution.

• Maintain clear and accurate records of customer interactions and solutions.

• Escalate higher-priority or more complex issues when necessary.

• Deliver a positive and helpful customer experience in every interaction.

⛳️ Requirements

• Prior experience in customer support, customer service, help desk, or a similar position.

• Excellent written and verbal communication skills in English.

• Strong active listening, critical thinking, and problem-solving abilities.

• Comfortable troubleshooting basic user issues.

• Capable of differentiating between issues that can be resolved independently and those that require escalation.

• Able to follow established processes while exercising sound judgment in handling customer issues.

• Strong attention to detail and accuracy.

• Ability to multitask, prioritize, and effectively manage time.

• Comfortable working independently with minimal supervision.

• Eager to learn and navigate new software and web/mobile applications.

• Dependable and consistent.

• Experience in supporting SaaS or mobile/web applications.

• Familiarity with ticketing or customer support platforms, such as Zendesk, Intercom, or similar tools.

• Previous experience in a Tier 1 support environment.

• Experience in troubleshooting or replicating software/application issues.

• Availability for the schedule from 10:00 PM to 6:00 AM PST.

• Ability to support team coverage seven days a week, with individual schedules and days off determined by coverage requirements.

🏝️ Benefits

• FULLY REMOTE work environment.

• Opportunities for professional growth and development.

• A high-impact role with significant ownership and responsibility.