Experienced Customer Support Representative – Remote Contractor Services (Philippines Base, US Hours)
At careerzynith, we're on a mission to revolutionize the way we interact with customers, and we're looking for a talented and passionate Customer Support Representative to join our team. As a key member of our Customer Experience Department, you'll be the voice of our brand, building meaningful connections with customers and making a direct impact on their satisfaction.
**Why you'll love this role:**
* **Customer Engagement & Communication**: As a Tier 1 CSR, you'll handle customer interactions across chat and email with professionalism and empathy, making a direct impact on customer satisfaction while honing your communication and problem-solving skills.
* **Problem Solving & Case Resolution**: You'll leverage Salesforce and other internal tools to log, track, and resolve customer cases efficiently, analyzing issues, identifying solutions, and ensuring customers walk away happy and supported.
* **Tech-Savvy Customer Support**: You'll navigate and utilize various support platforms and tools to assist customers effectively and efficiently, learning new systems and using technology to enhance customer experiences.
* **Collaboration & Internal Communication**: As a Tier 1 CSR, you'll work closely with internal teams, providing clear and concise updates to ensure seamless customer experiences, sharing insights and collaborating to create the best possible customer experience.
**Why you're a great fit:**
* **Requirements**:
+ 3+ years of customer support, helpdesk, or related experience
+ Strong verbal and written communication skills
+ Ability to troubleshoot and problem solve effectively
+ Empathy and a customer-first mindset
+ Strong time management and multitasking skills
+ Familiarity with supporting educators and schools; or experience in tech support and education technology
+ Techstack: Experience or ability to learn quickly to utilize Salesforce OneCRM, Google Workspace, Slack Messaging, JIRA, and internal home-grown support tools
+ Prior experience with remote customer support or working across multiple time zones
+ Experience working for a US-based tech company
+ Written and verbal English fluency
+ Experience working US-based hours (PHL night shift)
* **Hours**: 8 hours a day, Monday to Friday, between 8:00 am - 8:00 pm (Eastern Standard Time - US) / Monday 8:00 pm - Saturday 8:00 am (Philippines Standard Time)
* **Device Requirements**: Candidates must have access to and be willing to use their personal computer or laptop for this role. The device must be a Mac (Apple) product.
**Preferred (but not required):**
* Associate or Bachelor's degree in a related field
* Experience in EdTech, SaaS, or other fast-paced tech environment
* Familiarity with Clever, Google Classroom, and other LMS integrations
**KPIs for Success:**
* First Response Time (FRT) Apply for this job
**Why you'll love this role:**
* **Customer Engagement & Communication**: As a Tier 1 CSR, you'll handle customer interactions across chat and email with professionalism and empathy, making a direct impact on customer satisfaction while honing your communication and problem-solving skills.
* **Problem Solving & Case Resolution**: You'll leverage Salesforce and other internal tools to log, track, and resolve customer cases efficiently, analyzing issues, identifying solutions, and ensuring customers walk away happy and supported.
* **Tech-Savvy Customer Support**: You'll navigate and utilize various support platforms and tools to assist customers effectively and efficiently, learning new systems and using technology to enhance customer experiences.
* **Collaboration & Internal Communication**: As a Tier 1 CSR, you'll work closely with internal teams, providing clear and concise updates to ensure seamless customer experiences, sharing insights and collaborating to create the best possible customer experience.
**Why you're a great fit:**
* **Requirements**:
+ 3+ years of customer support, helpdesk, or related experience
+ Strong verbal and written communication skills
+ Ability to troubleshoot and problem solve effectively
+ Empathy and a customer-first mindset
+ Strong time management and multitasking skills
+ Familiarity with supporting educators and schools; or experience in tech support and education technology
+ Techstack: Experience or ability to learn quickly to utilize Salesforce OneCRM, Google Workspace, Slack Messaging, JIRA, and internal home-grown support tools
+ Prior experience with remote customer support or working across multiple time zones
+ Experience working for a US-based tech company
+ Written and verbal English fluency
+ Experience working US-based hours (PHL night shift)
* **Hours**: 8 hours a day, Monday to Friday, between 8:00 am - 8:00 pm (Eastern Standard Time - US) / Monday 8:00 pm - Saturday 8:00 am (Philippines Standard Time)
* **Device Requirements**: Candidates must have access to and be willing to use their personal computer or laptop for this role. The device must be a Mac (Apple) product.
**Preferred (but not required):**
* Associate or Bachelor's degree in a related field
* Experience in EdTech, SaaS, or other fast-paced tech environment
* Familiarity with Clever, Google Classroom, and other LMS integrations
**KPIs for Success:**
* First Response Time (FRT) Apply for this job