Customer Support Representative

About This Role

This remote Customer Support Representative role involves providing high-quality technical and operational support to clients using a notification system. The ideal candidate will manage support tickets, resolve client issues, and assist with training and customer retention activities.

Responsibilities

• Learn and maintain a deep understanding of the notification system, including its features, functions, and configurations.
• Respond promptly and professionally to client questions via email, phone, or ticketing system.
• Handle difficult or escalated customer situations with empathy, professionalism, and sound judgment.
• Manage, track, and resolve client issues in Jira Service Desk, ensuring accurate documentation of all interactions.
• Collaborate with internal teams (Engineering, Product, and Customer Support team) to ensure timely resolution of client issues.
• Learn and follow all company policies, procedures, and security protocols related to customer support and data handling.
• Serve as a backup resource for training activities: assisting in onboarding new clients and delivering system usage guidance when required.
• Serve as a backup resource for customer retention activities: proactively reaching out to clients to discover and assist with any open issues.
• Identify recurring issues and provide feedback to improve documentation, training materials, or product functionality.

Requirements

• Fluent written and spoken English communication skills
• 1-3 years of experience in technical support, customer service, or software helpdesk roles
• Strong analytical and troubleshooting skills with a proactive, customer-oriented approach
• Ability to manage multiple tasks and maintain professionalism under pressure
• High attention to detail and ability to follow procedures accurately

Qualifications

• 1-3 years of experience in technical support, customer service, or software helpdesk roles.

Nice to Have

• Prior experience using Jira Service Desk (or similar ticketing system)
• Knowledge of SaaS, emergency management, or communication systems

Skills

* Required skills