Customer Support Agent SaaS and VoIP

Role Overview

• We are looking for Customer Support Agents who are customer-focused, tech-savvy, and passionate about solving problems. In this role, you will be the first point of contact for our product with over 90,000+ business users, providing support exclusively through Chat and Email channels.
• The ideal candidate combines strong written communication skills, technical curiosity, and problem-solving abilities to troubleshoot SaaS and VoIP-related issues while delivering simple, friendly, and effective solutions.

Requirements for the role

Feel free to apply if you meet 2-3 of the following requirements

• At least 6 months of previous experience in customer support, help desk, or contact center environments.
• Excellent written English communication skills, with the ability to communicate clearly and professionally through chat and email.
• Strong troubleshooting and analytical skills with the ability to identify root causes instead of relying only on scripts.
• Experience supporting SaaS products, cloud-based platforms, VoIP solutions, or technology products is highly preferred.
• Strong empathy and a customer-first mindset with a passion for helping users.
• Ability to simplify technical concepts and explain solutions in a clear and easy-to-understand way.
• Comfortable working in a fast-paced, remote environment while managing multiple customer requests.
• Strong attention to detail with accurate documentation and follow-up skills.

Nice to Have

• Zendesk proficiency
• Familiarity with North American telecommunications (carriers, porting, regulations), such as AT&T, Verizon, and T-Mobile US. Experience with CRM, ticketing systems, or customer support platforms.
• Knowledge of phone systems, integrations, and messaging platforms
• Experience in a startup or rapidly changing technology environment.

Key Responsibilities

• Provide customer support through Chat and Email channels.
• Manage, prioritize, and resolve incoming customer requests efficiently.
• Troubleshoot issues related to:
• Account setup and configuration
• Billing inquiries
• Phone number porting
• Call routing and communication workflows
• AI features and third-party integrations
• Translate technical information into clear, customer-friendly explanations.
• Aim for One-Contact Resolution (OCR) by solving customer issues effectively.
• Collect, categorize, and share customer feedback with internal product, design, and engineering teams.
• Maintain accurate customer records and ticket documentation.
• Collaborate with teammates and managers to deliver a high-quality customer experience.
• Meet performance expectations related to:
• First Contact Resolution (FCR)
• Customer Satisfaction Score (CSAT)
• Average Handle Time (AHT)
• First Response Time (FRT)
• Quality Assurance

Soft Skills

• Critical Thinking: Ability to identify issues and provide clear feedback
• Strong Written Communication Skills: Experience with emails and live chat is preferred
• Proactive Problem Solving: If candidates identify a problem, they must also be able to propose a solution. the client wants people who surface issues rather than wait for direction.

Technical Requirements (BYOD)

• Laptop (no Chromebook or Linux OS)
• Minimum Intel Core i5 processor or equivalent
• Minimum 8GB RAM
• Windows or Mac operating system
• High-speed wired internet connection: minimum 50 Mbps download and upload
• Quiet and dedicated workspace suitable for remote customer support

Contract & Schedule

• Contract details: 3 months renewable contract
• 100% Remote position
• Support coverage may include flexible schedules depending on business needs