Customer Support Representative

Customer Support Representative (Full-time, fully remote, and Nightshift)

• Full-time (9 hours per day, 45 hours per week)
• Fully Remote (must have a stable and high-speed internet connection)
• 9-hour night shift from 6:30 PM to 7:30 AM GMT+5.5 (9 AM to 10 PM EST), Monday to Friday 
• $US 2.75 - 3.5 per hour depending on experience

Job Purpose

As our Customer Support Representative(CSR), you will be delivering exceptional customer service by addressing user inquiries, troubleshooting technical issues, and providing guidance on the company's software platform via phone, email, and chat. Your role is to ensure that customers have a seamless and positive experience with our product, which includes resolving problems efficiently, educating users on features, and escalating more complex issues when necessary. Being the frontline support, you foster strong customer relationships, drive product adoption, and contribute to overall customer satisfaction and retention.

Responsibilities

• Serve as the first point of contact for customers via phone, email, and chat
• Respond to customer inquiries and provide accurate information about our products and services
• Upsell and cross-sell products to customers based on their needs and interests
• Meet or exceed monthly sales targets and KPIs
• Maintain accurate and up-to-date records of customer interactions and transactions
• Collaborate with other members of the sales team to improve customer satisfaction and drive revenue growth
• Continuously learn about our products and services to provide the best possible customer experience

Requirements

• Strong command in English (both written and spoken)
• Preferably 1+ year of proven experience in a customer service role, particularly in a sales environment
• Strong attention to detail and the ability to manage multiple tasks simultaneously
• Has a growth mindset that is willing to learn about new products and technologies
• Ability to work efficiently both independently and collaboratively, showing an ambition to reach the targets 
• Experience in the SaaS industry is desirable