Customer Support Representative – Project Based
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Job Description
Customer Support Representative providing overnight Tier 1 support for Parkade’s parking app users. Troubleshooting requests, handling administrative actions, and escalating complex issues.
Responsibilities:
- Respond to incoming customer support requests during overnight PST hours
- Provide Tier 1 support to Parkade users
- Identify root causes of straightforward customer issues and provide clear next steps
- Help users troubleshoot and complete actions they cannot perform themselves in the Parkade app
- Gather relevant information and reproduce issues when needed
- Handle routine administrative requests requiring internal team assistance
- Follow established processes and guidelines when resolving customer requests
- Prioritize requests based on urgency and customer impact
- Follow up on unresolved issues and ensure appropriate resolution
- Maintain clear and accurate documentation of customer interactions and resolutions
- Escalate higher-priority or more complex issues when appropriate
- Provide a positive, helpful customer experience across every interaction
Requirements:
- Previous experience in customer support, customer service, help desk, or a similar role
- Strong written and verbal English communication skills
- Strong active listening, critical thinking, and problem-solving skills
- Comfortable troubleshooting straightforward user issues
- Able to distinguish between issues that can be resolved independently and those requiring escalation
- Able to follow processes while exercising good judgment when handling customer issues
- Strong attention to detail and accuracy
- Ability to multitask, prioritize, and manage time effectively
- Comfortable working independently with limited supervision
- Comfortable learning and navigating new software and web/mobile applications
- Reliable and consistent
- Experience supporting SaaS or mobile/web applications
- Experience with ticketing or customer support platforms such as Zendesk, Intercom, or similar tools
- Previous experience in a Tier 1 support environment
- Experience troubleshooting or reproducing software/application issues
- Availability for the 10:00 PM–6:00 AM PST schedule
- Ability to support team coverage 7 days a week, with individual schedules and days off determined by coverage needs
Benefits:
- FULLY REMOTE work environment
- Professional growth and development opportunities
- High-impact role with meaningful ownership and responsibility
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