English Speaking Customer Support Agent (Technical Support Experience)

What You’ll Do

• Deliver exceptional customer support through email, live chat, and phone.
• Resolve customer enquiries by following established support processes and knowledge base articles.
• Troubleshoot common technical issues such as login and password problems, account access issues, basic product setup and configuration, common application or website errors, connectivity or user-facing issues using guided troubleshooting steps.
• Clearly explain solutions in a professional and customer-friendly manner.
• Accurately document customer interactions and categorize support tickets.
• Escalate complex or non-standard issues to specialized support teams when required.
• Identify recurring customer issues and provide feedback to improve internal processes and documentation.
• Collaborate with team to continuously improve the customer experience.

Who You Are

• Excellent command of English (spoken and written) with solid verbal and written communication skills.
• At least 1 year of experience in Customer Service, Customer Support, Helpdesk, Service Desk, or similar customer-facing roles.
• Comfortable assisting customers with basic technical troubleshooting using structured guides and documented workflows.
• Familiar with common web applications, mobile apps, and online platforms.
• Able to quickly learn new software and navigate multiple systems simultaneously.
• Strong problem-solving skills with the ability to identify issues by following established troubleshooting procedures.
• Calm, patient, and empathetic when supporting customers with technical or service-related concerns.
• Excellent attention to detail and documentation skills.
• Comfortable escalating issues that fall outside documented support procedures.
• Familiarity with CRM or helpdesk platforms (such as Zendesk, Intercom, Freshdesk, Salesforce, HubSpot, or similar) is an advantage.
• Basic understanding of concepts such as user accounts, browsers, passwords, internet connectivity, or software configuration is preferred but not required.

Ideal Background

Candidates may have experience in roles such as:

• Customer Support Representative
• Customer Service Agent
• Helpdesk Agent
• SaaS Customer Support
• E-commerce Customer Support
• BPO Customer Support
• Call Center Customer Service

What We Offer

• 100% remote work
• Collaborative and supportive global environment.
• Exposure to international clients.
• Opportunities for growth and development.

Ideal Work Setup

• System: Windows 10 or above (32-bit) or MacBook (no Chromebook, Linux, or desktop)
• RAM: Minimum 8GB
• Processor: Intel Core i5 or higher
• Internet: 40–50 Mbps (download), 30 Mbps (upload)
• Equipment: Wired headset
• Environment: Quiet, distraction-free workspace