Customer Support Representative
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Job Description
Customer Support Representative serving U.S. e-commerce, tech, and healthcare clients. Resolving customer issues across phone, chat, and email from Jamaica.
Responsibilities:
- Respond to customer inquiries via phone, live chat, and email within defined service levels
- Troubleshoot account, order, billing, and product issues and resolve them on first contact whenever possible
- Escalate complex cases to the right team with clear, complete notes
- Document every interaction accurately in the client's CRM or helpdesk, such as Zendesk, Gorgias, or Freshdesk
- Identify recurring issues and share feedback to improve help articles and processes
- Meet quality, productivity, and customer satisfaction targets
- Serve as the first point of contact for customers of U.S. clients in e-commerce, tech, and healthcare
Requirements:
- 1+ year of experience in customer support, call center, or client-facing service roles
- Excellent spoken and written English
- Calm, empathetic, and solution-oriented communication style
- Comfortable using helpdesk, CRM, and ticketing tools
- Strong attention to detail and ability to multitask across channels
- Availability to work U.S. business hours
- Based in Jamaica
- Reliable home office setup and stable internet connection
- Experience supporting U.S. customers (Nice to Have)
- Experience in e-commerce, SaaS, or healthcare support (Nice to Have)
Benefits:
- Health insurance for contractors
- Holiday Extra Pay
- Work hours generally align with standard U.S. business hours, with some potential flexibility depending on the client's needs
- 100% home-based position
- Mental health days
- Performance-based incentives in addition to the base salary
- Annual review and appraisal process
- Opportunities for professional growth and advancement within the company
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