Spesialis Customer Support
🇺🇸 CUSTOMER SUPPORT SPECIALIST — US MARKET
Job Type: Full-Time | Remote Client Market: United States Working Hours: Must be available to work during U.S. business hours / agreed U.S. time zone
About the Role
We are looking for a highly professional Customer Support Specialist to support U.S.-based customers and clients remotely.
The ideal candidate is an excellent English communicator who can communicate naturally and professionally with American customers through email, live chat, phone, and other customer-support channels.
You will be responsible for resolving customer inquiries, troubleshooting problems, maintaining accurate records, and ensuring every interaction creates a positive customer experience.
Key Responsibilities
- Respond to customer inquiries through email, chat, phone, and support tickets.
- Understand customer problems and provide clear, accurate solutions.
- Troubleshoot product, service, account, billing, or technical issues.
- Escalate complex issues to the appropriate internal team.
- Follow up with customers until issues are properly resolved.
- Maintain accurate customer records and ticket documentation.
- Meet customer-service KPIs such as response time, resolution time, CSAT, and ticket volume.
- Identify recurring customer problems and communicate improvement opportunities to the team.
- Maintain a professional, friendly, and empathetic communication style.
Required Skills
- Excellent spoken and written English.
- Strong conversational English with the ability to communicate naturally with U.S. customers.
- Clear pronunciation and professional communication.
- Strong listening and comprehension skills.
- Excellent problem-solving and critical-thinking ability.
- Strong attention to detail.
- Ability to multitask in a fast-paced environment.
- Ability to work independently with minimal supervision.
- Comfortable learning new software and digital tools.
- Strong customer-service mindset.
Preferred Experience
Experience with platforms such as:
- Zendesk
- Intercom
- Freshdesk
- Salesforce
- HubSpot
- Gorgias
- Shopify
- WooCommerce
- Slack
- Google Workspace
Technical-support experience is a plus.
Work Requirements
- Full-time remote availability.
- Ability to work U.S. business hours.
- Reliable high-speed internet.
- Quiet and professional home working environment.
- Computer/laptop with webcam and headset.
- Willingness to work U.S. shifts when required.
- Long-term commitment preferred.
Ideal Candidate: A confident English communicator who can represent a U.S. company professionally, solve customer problems independently, and deliver a consistently excellent customer experience.
Skills: Help Desk, Customer Relationship Management, Customer Service, Problem Solving, Customer Support, Outbound Call, Communication Skills, Call Center, Teamwork, Microsoft Office