CX Support Agent – Level 1
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Job Description
Customer Support Role in a remote software company serving nonprofits, hospitals, and governments. Assisting users via chat, email, and phone while troubleshooting practical software questions.
Responsibilities:
- Monitor and manage Level 1 support requests during your assigned coverage hours.
- Respond to customer questions through chat, email, phone, and screen-sharing sessions.
- Troubleshoot software, account, workflow, and usage-related questions.
- Help customers understand how to use the product in clear, simple language.
- Escalate complex issues to Level 2, product, data, or technical teams when needed.
- Process account changes, upgrades, downgrades, and general company inquiries when assigned.
- Maintain clear, empathetic, and accurate written communication.
- Stay engaged during the shift and contribute to team check-ins, handoffs, and support coverage.
Requirements:
- Full professional English fluency, both written and verbal.
- Prior customer support, help desk, BPO, SaaS, software, or technical support experience.
- Strong written communication with excellent grammar, clarity, and attention to detail.
- Patience and empathy when supporting users with different levels of technical confidence.
- Ability to simplify software questions and explain steps clearly.
- Comfort working with support tools such as Intercom, HubSpot, Zendesk, Freshdesk, or similar systems.
- Strong organization, time management, follow-through, and prioritization.
- Ability to work independently from home while staying active in team communication.
- Reliable remote-work setup and stable internet.
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