Customer Support Representative (ZR_23383_JOB)

This is a remote position.

• Monday - Friday flexible between 9am - 6pm PST includes 1 hour of unpaid lunch - 40 hours per week (schedule overlap should be 5 hours)
  

Responsibilities

• Promptly address customer inquiries via Zendesk, ensuring timely and accurate responses: each ticket needs to be responded to within 24 hours and solved within 3-5 business days.
  
• Retrieve and review customer subscription details from our internal database.
  
• Process refunds, cancelations and other customer requests in accordance with company policies.
  
• Collaborate with other departments to resolve customer issues effectively.
  
• Maintain a high level of product knowledge to be able to troubleshoot and provide accurate information to customers.
  
• Document and report recurring customer feedback and issues to the management team for continuous improvement.
  

• 2+ years of experience with Zendesk is a must.
  
• 3+ years of previous experience in customer support roles working with/for SaaS companies is a must.
  
• Strong written English communication skills.
  
• Proficiency using AI tools, such as ChatGPT is strongly preferred.
  
• Detail-oriented with a focus on accuracy and efficiency.
  
• Ability to multitask and manage multiple inquiries simultaneously.
  
• Self-starter with the ability to work independently and with minimal supervision.
  
• Ability to handle situations with upset customers with grace and professionalism.
  

• HMO Coverage for eligible locations
  
• Permanent work from home
  
• Immediate hiring
  
• Steady freelance Job