Customer Support Representative

Summary

Join our Customer Experience Department as a Remote Tier 1 Customer Support Representative based in the Philippines! In this role, you will handle customer interactions via chat and email, resolving cases efficiently using Salesforce and other tools. You will collaborate with internal teams and leverage your tech skills to enhance customer experiences. This position requires 3+ years of customer support experience, strong communication skills, and proficiency in English. You must be comfortable working US-based hours (Philippine night shift) and have access to a Mac computer. While a degree is preferred, it's not required. The monthly contract ranges from $530-$600 USD, and benefits are not included.

Requirements

• You have 3+ years of customer support, helpdesk, or related experience
• You have strong verbal and written communication skills
• You have the ability to troubleshoot and problem solve effectively
• You have empathy and a customer-first mindset
• You have strong time management and multitasking skills
• You have familiarity with supporting educators and schools; or experience in tech support and education technology
• You have experience or can learn quickly to utilize Salesforce OneCRM, Google Workspace, Slack Messaging, JIRA and internal home-grown support tools
• Prior experience with remote customer support or working across multiple time zones
• Experience working for a US based tech company
• Written and verbal English fluency
• Experience working US based hours (PHL night shift)
• Candidates must have access to and be willing to use their personal computer or laptop for this role
• The device must be a Mac (Apple) product

Responsibilities

• Handle customer interactions across chat and email with professionalism and empathy
• Log, track and resolve customer cases efficiently using Salesforce and other internal tools
• Navigate and utilize various support platforms and tools to assist customers effectively and efficiently
• Work closely with internal teams, providing clear and concise updates to ensure seamless customer experiences

Preferred Qualifications

• Associate or Bachelor’s degree in related field is preferred but not required
• Experience in EdTech, SaaS, or other fast paced tech environment
• Familiarity with Clever, Google Classroom and other LMS integrations