Customer Support Agent
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Job Description
Customer Support Agent managing customer inquiries via Zendesk for FloWater, a company transforming drinking water access. Requires strong communication skills and operations coordination.
Responsibilities:
- Manage and resolve customer inquiries through Zendesk while meeting SLA expectations for response times, ticket resolution, and CSAT scores
- Accurately document customer interactions in Zendesk and update records in NetSuite
- Coordinate with technicians and service providers to ensure timely issue resolution
- Communicate efficiently with the Support Team via Slack, email, and Zoom
- Assist with topics such as Refill Station servicing, filter replacements, billing inquiries, and general product information
- Use macros and scripts to provide quick, clear, and professional responses across all communication channels
- Escalate unresolved issues to appropriate team members
- Manage freight and logistics coordination, including working with 3PLC warehouses, LTL freight partners, and small-parcel shipments
Requirements:
- At least 1 year of experience in customer service, operations, account management, or logistics
- Strong ability to multitask, prioritize, and collaborate
- High school diploma required; a four-year degree is preferred but not mandatory
- Excellent English language proficiency, both spoken and written
- Experience with NetSuite, Zendesk, and G-Suite is preferred
- Strong cross-functional communication skills
Benefits:
- $150/month healthcare stipend
- 12 days of paid time off annually
- All U.S. holidays observed by onshore FloWater employees
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