Technical Support Representative

Summary

Join a growing company as a fully remote Technical Support Representative, working 11 AM – 7 PM EST. You will handle inbound and outbound calls, manage customer inquiries via Zendesk, and maintain a healthy customer pipeline. Responsibilities include using CallTools for dialing, conducting Zoom calls, and occasionally handling live chats. Success is measured by high customer satisfaction, timely issue resolution, and efficient use of outbound calling strategies. This role requires 1–2 years of experience in a customer-facing role, fluency in American English, strong communication skills, and basic computer knowledge. Experience with Zendesk and CallTools is preferred.

Requirements

• Minimum 1–2 years of experience in technical support, customer service, phone sales, or a similar customer-facing role
• Fluency in English with an American-sounding accent is a must
• Strong communication skills with a professional and friendly demeanor
• Must have a stable and solid Wi-Fi connection and own equipment to handle calls and manage tasks efficiently
• Basic computer knowledge (Google Suite, CRM systems, etc.) is required
• A positive attitude and high motivation to provide excellent customer service

Responsibilities

• Handle inbound calls, answer customer inquiries, and resolve issues in a timely manner
• Make outbound calls to clients as per the provided lead lists to follow up on customer queries and drive customer satisfaction
• Maintain and manage a healthy customer pipeline, ensuring clients are satisfied with the service
• Use Zendesk to manage customer inquiries, support tickets, and provide timely responses to resolve issues
• Ensure accurate logging and tracking of customer issues in the ticketing system
• Conduct Zoom calls with customers as needed, providing in-depth support and resolving concerns
• Maintain high levels of customer satisfaction by providing helpful, professional, and timely support
• Handle live chats occasionally, ensuring prompt and effective resolution of client concerns
• Engage with clients to understand their needs and upsell services where appropriate, contributing to company growth

Preferred Qualifications

Experience using Zendesk for ticketing and CallTools for dialing is preferred