Specialty
Languages and tools
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The role
The company, a support outsourcing company, is hiring a SaaS Customer Support Consultant to handle customer emails and calls remotely. The shift runs 9 PM to 5 AM EDT, Monday to Friday, and candidates need C2 English.
What you will do
- Support customers by email and phone
- Diagnose, troubleshoot and triage reported issues through to resolution or escalation
- Handle common Tier 1 requests and track open cases
- Send status updates to customers and internal stakeholders
- Document troubleshooting steps, root causes and customer feedback
- Work with Product, Engineering and Customer Success on complex issues
What they ask for
- English at C2 level, spoken and written
- Previous customer support experience in SaaS, software or a technical setting
- Experience with ticketing systems such as Zendesk
- Strong troubleshooting and problem-solving skills
- Can work with CRM systems and support tools
- Own computer with at least 8GB RAM and internet of 50 Mbps down and 40 Mbps up
- Available Monday to Friday, 9 PM to 5 AM EDT
What they offer
- Fully remote, full-time
- Compensation in USD
- Referral rewards
- Internal health policy
- No time-tracking requirements
This is our own short reading of the posting. The full description, and anything that has changed since, is on the employer's careers page behind the apply button.