Customer Support Specialist (Remote)

Posted 16 hours ago

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Job Details

Full Time

Location

Ontario

Salary

dollar sign 21 to 40 per hour (plus commission)

Job Description

Customer Support Specialist (Remote)

Location: Remote
Job Type: Full-Time
Department: Customer Support
Reports To: Customer Support Manager

As a Customer Support Specialist, you will be the first point of contact for our customers. Your primary responsibility is to provide prompt, courteous, and accurate assistance via email, chat, and sometimes phone. You will troubleshoot issues, answer product-related questions, escalate complex cases, and ensure customer satisfaction with every interaction.

Key Responsibilities:

Respond to customer inquiries through email, live chat, and occasionally phone calls in a timely, professional manner.
Troubleshoot and resolve customer issues with accuracy and empathy, following standard procedures.
Document customer interactions, feedback, and issues in our support CRM system.
Collaborate with cross-functional teams (Product, Engineering, Sales, etc.) to escalate and resolve complex issues.
Maintain deep knowledge of our products, services, and updates to provide accurate and helpful support.
Identify common customer problems and contribute to knowledge base content and internal support documentation.
Monitor support queues to ensure SLAs are met.
Collect and report customer feedback to help improve our products and services.
Participate in training and team meetings to stay updated on tools and practices.
Continuously look for ways to improve the customer experience and suggest improvements.

Qualifications:

Proven experience in a customer-facing support role, preferably remote.
Excellent verbal and written communication skills.
Strong problem-solving skills and a proactive mindset.
Empathetic, patient, and customer-centric attitude.
Comfortable using support tools and platforms such as Zendesk, Intercom, Freshdesk, Salesforce, or similar.
Basic technical aptitude – able to learn and explain software-related features and troubleshoot basic technical issues.
Ability to multitask, prioritize, and manage time effectively in a remote environment.
Reliable internet connection and a quiet workspace.

Preferred Qualifications:

Experience supporting SaaS or tech products.
Familiarity with help desk software, CRM systems, and remote communication tools like Slack and Zoom.
Experience with knowledge base management or writing support documentation.
Fluency in additional languages is a plus.

What We Offer:

Fully remote work environment with flexible scheduling options.
Competitive salary and performance bonuses.
Health, dental, and vision insurance (where applicable).
Paid time off, holidays, and sick leave.
Growth opportunities and career development support.
A supportive, collaborative, and values-driven team culture.

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