Remote job
Customer Support Agent
Job details
About this role
Role overview
Help customers using a consumer software product resolve questions and issues through phone, email, and live chat. As a first point of contact, you’ll provide clear guidance, keep customers informed, and coordinate with colleagues when a case needs escalation. The role calls for reliable follow-through in a busy, collaborative support environment.
Responsibilities
- Respond to customer requests across phone, email, and chat, working toward established service targets. - Explain solutions with empathy and manage expectations throughout each interaction. - Record cases, updates, and follow-up tasks in the appropriate support systems. - Review and process customer forms and related documentation. - Build expertise in assigned products and support procedures. - Escalate complex issues to team leads and coordinate timely resolution; occasional after-hours or weekend work may be needed.
Requirements
- At least one year of customer service or support experience; technology or software service experience is preferred. - Strong spoken and written English communication. - Ability to learn new systems quickly and work across several tasks in a fast-paced setting. - Experience assisting customers over multiple channels, including phone, email, and live chat. - Reliable attendance, consistent follow-through on daily goals, and willingness to communicate blockers and seek resolution.
Nice to have
- Spanish or French proficiency. - Familiarity with customer support platforms, or knowledge of tax processes involving reimbursements, deductions, compliance, and payments.
Benefits and work setup
The listed schedule is Wednesday through Sunday, with an eight-hour shift starting at either 8 a.m. or 9 a.m. Eastern Time. The role is described as remote and pays $20.80 per hour. Benefits include medical, dental, and vision coverage, paid time off and sick leave, retirement plan matching, disability and life insurance, and flexible spending or health savings accounts. Other listed support includes family and mental health resources, a home office allowance, and internet and cellular cost reimbursement.