Job Summary
Serves as the first point of contact for customers who need help. Resolves issues across phone, email, and chat, documents cases clearly, and escalates complex problems with full context so nothing falls through the cracks.
Essential Functions
- Respond to customer inquiries across phone, email, and chat within published service-level targets
- Troubleshoot product issues using internal knowledge bases and diagnostic tools
- Document each interaction accurately in the support ticketing system
- Escalate complex or unresolved cases to senior staff with clear notes and reproduction steps
- Follow up with customers to confirm their issue is fully resolved
- Surface recurring issues and customer feedback to the product and engineering teams
Qualifications
Required:
- 1+ years of experience in customer support, service, or a related role
- Excellent written and verbal communication skills
- Comfort learning new software quickly and explaining technical concepts in plain language
- Ability to stay patient and professional with frustrated customers
Preferred:
- Experience with helpdesk or ticketing software (e.g., Zendesk, Intercom)
- Familiarity with the organization's products or industry
Education & Certifications
High school diploma or equivalent required
Pay range example: $22–$30 per hour (adjust to your market)