Customer Support Specialist
Posted 24 days ago
You'll complete your application on Hireframe's career site.
About the Role
This staffing agency functions as a strategic ally to organizations by sourcing expert nearshore and offshore talent for essential business functions. The agency focuses on staffing remote positions within industries such as sales, finance, accounting, and customer service. Utilizing an adaptable hiring framework, the agency assists organizations in achieving their objectives for operational productivity and expansion by providing full-time staff based in regions like the Philippines. The Customer Support Specialist position offers a chance to act as the main liaison for customers, delivering excellent service and smooth communication within a compact, cooperative team.
Requirements
- You should have past experience managing customer requests and processing support tickets.
- You need familiarity with help desk software like Freshdesk, Zendesk, or HubSpot Service Hub, and a readiness to learn new technologies quickly.
- You must demonstrate professional, empathetic, and clear written communication, with the ability to assist customers through both written channels and telephone.
- You should possess strong attention to detail regarding data entry, the ability to oversee a high volume of tickets with varying priorities, and the skill to involve relevant stakeholders during escalations.
- You must be comfortable working within a small, streamlined organizational framework.
Responsibilities
- You will manage, address, and close incoming customer requests using HubSpot Service Hub while meeting designated service level agreements for response times.
- You will rank tickets by urgency and impact, identify tasks at risk of being late, and manage a variety of requests related to shipping, returns, order status, and account updates.
- You will ensure ticket data is orderly, label interactions accurately for reporting purposes, and update help documentation and standard templates.
- You will act as an escalation contact, directing complex operational or technical problems to the right teams and collaborating with OEM representatives and sales staff.
Benefits & Perks
- You will receive the benefit of long-term remote employment and the potential for yearly performance-based incentives.
- You will have access to specialized coaching designed to aid in professional development, continuous learning, and career advancement.
Note: This listing is summarized and paraphrased by WorkNow from a publicly posted role. For the original wording and full details, please refer to the employer's official posting.
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