CustomerServiceRepresentative

### **Customer Service Representative (CSR) – Remote | Zendesk, Freshdesk, Salesforce Support | U.S. Hours** **Position Type:** Full-Time, Remote **Working Hours:** U.S. Business Hours (flexibility for evenings/weekends based on client needs) ### **About the Role** We’re hiring a **Customer Service Representative (CSR)** to handle **high-volume customer support across phone, email, and chat**. You’ll be the **frontline voice of the company** , responsible for: * Resolving customer issues quickly * Delivering a positive support experience * Maintaining strong communication under pressure If you’re someone who is **empathetic, organized, and thrives in fast-paced environments** , this role is for you. ### **What You’ll Own** ### **Customer Interaction & Issue Resolution** * Handle **50–100 daily support tickets** using platforms like: * Zendesk * Freshdesk * Salesforce Service Cloud * Respond via: * Phone * Email * Live chat * Social channels * Aim for **first-contact resolution (FCR)** * Escalate complex issues to Tier 2 or technical teams ### **Ticket & SLA Management** * Prioritize tickets based on urgency and SLA requirements * Track and manage open cases to ensure timely resolution * Document all interactions clearly in the system * Maintain organized and complete ticket records ### **Knowledge Base & Efficiency** * Update internal knowledge bases and FAQs * Create and improve: * Response templates * Macros * Help reduce repetitive tickets through better documentation ### **Customer Experience & Feedback** * Communicate with empathy and professionalism * Capture customer feedback (CSAT, NPS) * Identify recurring issues and flag trends * Escalate negative experiences for quick resolution ### **Collaboration** * Work closely with: * Product * Engineering * Operations teams * Provide insights to improve customer experience and product quality ### **Compliance & Quality** * Ensure compliance with: * GDPR * HIPAA (if applicable) * Maintain confidentiality when handlin