Position : International Customer Support Representative

Department : Customer Support

Job Summary :

We are seeking a proactive and customer-focused International Customer Support Representative to join our team. The successful candidate will be responsible for assisting our global customers with product inquiries, troubleshooting issues, and ensuring a positive experience with our services. This role requires excellent communication skills, cultural awareness, and the ability to work across time zones to support a diverse customer base.

Key Responsibilities :

- Customer Assistance & Inquiry Resolution

- Respond promptly to customer inquiries via email, phone, chat, and social media channels.

- Assist customers in resolving issues by diagnosing problems and providing step-by-step solutions or escalating complex issues to relevant teams.

- Provide detailed product and service information to help customers make informed decisions.

- Troubleshooting & Technical Support

- Conduct initial troubleshooting and analyze problems to find appropriate solutions.

- Collaborate with technical support and product teams to resolve more advanced issues.

- Customer Education & Success

- Educate customers on product features, updates, and best practices to enhance their user experience.

- Assist in onboarding new customers, ensuring they are familiar with product functionalities and can leverage the product fully.

- Documentation & Knowledge Base Management

- Maintain accurate records of customer interactions, issues, and solutions in the support database.

- Contribute to the development of FAQs, help articles, and other support documentation to improve customer self-service options.

- Feedback & Process Improvement

- Collect and report customer feedback to identify areas for improvement in products or services.

- Collaborate with team members to develop and implement solutions to recurring issues, contributing to a more efficient support process.

- Collaboration with International Teams

- Work closely with other international support team members to provide consistent support across time zones.

- Participate in team meetings, training sessions, and regular updates to stay informed on product changes and new policies.

Qualifications :

- Experience : 1+ years in customer support, preferably in an international or tech environment.

- Education : Bachelor's degree in a relevant field is preferred, though not required.

Skills :

- Excellent written and verbal communication skills in English (additional language skills are a plus).

- Proficient in CRM systems (e.g., Zendesk, Salesforce) and Microsoft Office/Google Workspace.

- Strong problem-solving abilities, with a focus on customer satisfaction.

- Familiarity with technical support for software applications or digital products is advantageous.

Other Requirements :

- Ability to work flexible hours to accommodate global time zones.

- Strong interpersonal skills, cultural sensitivity, and patience when dealing with a diverse customer base.

- Team-oriented, with a willingness to collaborate and take initiative.

Benefits :

- Competitive salary and performance-based incentives.

- Health insurance and wellness benefits.

- Professional development and training opportunities.

- Flexible working hours and the option to work remotely.