Customer Service Representative

Customer Service Representative (CSR) - Remote | Inbound Support, Tickets, Chat & Phone Position Type: Full-Time, Remote Working Hours: U.S. Client Business Hours (flexibility for evenings/weekends based on shifts) About the Role We re hiring a Customer Service Representative (CSR) to handle high-volume customer inquiries and deliver fast, high-quality support across channels. This role is focused on: • Resolving issues quickly • Managing ticket queues efficiently • Maintaining strong customer experience You ll be the frontline voice of the company, ensuring every customer interaction is: • Clear • Professional • Resolved What You ll Own Customer Support & Issue Resolution • Handle 50-100 daily tickets via: • Zendesk • Freshdesk • Salesforce Service Cloud • Respond across: • Phone • Email • Live chat • Social channels • Aim for first-contact resolution whenever possible • Escalate complex issues to Tier 2/technical teams Ticket Management & SLA Ownership • Prioritize tickets based on urgency and SLA requirements • Maintain complete and accurate case notes • Monitor open tickets to ensure timely resolution • Keep backlog low and under control Customer Communication • Communicate with empathy and professionalism • Ensure customers feel: • Heard • Understood • Supported • Handle high-volume workloads without compromising quality Knowledge Base & Efficiency • Update internal knowledge base and FAQs • Create and refine: • Response templates • Macros • Improve resolution speed and consistency Customer Feedback & Insights • Capture customer sentiment (CSAT, NPS) • Identify recurring issues and trends • Share insights with product/support teams Collaboration & Escalation • Work closely with: • Product • Engineering • Operations • Ensure smooth resolution of complex cases • Provide feedback to improve systems and workflows Compliance & Quality • Follow privacy and compliance standards (GDPR, HIPAA if applicable) • Maintain confidentiality of sensitive customer data • Ensure quality across all interactions What Makes You a Strong Fit • You are patient, empathetic, and solution-oriented • You communicate clearly under pressure • You can handle high ticket volumes without losing quality • You are organized and disciplined with follow-ups • You adapt quickly across tools and workflows Required Experience & Skills • 1-2 years in: • Customer support • Call center • Service roles • Experience with ticketing tools like: • Zendesk • Freshdesk • Salesforce Service Cloud • Strong typing and multitasking ability • Proficiency in: • Google Workspace • Microsoft Office • Excellent written and verbal English communication Nice to Have • Multilingual support capability • Experience in: • SaaS • E-commerce • Healthcare • Finance • Familiarity with KPI-driven environments • Exposure to: • Chatbots • AI support tools What a Typical Day Looks Like • Review and prioritize ticket queue • Respond to customer inquiries across channels • Resolve issues or escalate when needed • Update knowledge base and documentation • Capture feedback and identify trends • Clear backlog and ensure SLA compliance In short: You ensure every customer issue is resolved quickly, clearly, and professionally. Key Metrics (KPIs) • First Contact Resolution (FCR) • Average Handle Time (AHT) within SLA • CSAT / NPS scores ( 90% target) • Ticket backlog within SLA limits • Quality and consistency of responses Why This Role Stands Out • High-volume, structured support environment • Clear KPIs and performance visibility • Cross-functional exposure (product, ops, engineering) • Opportunity to grow into senior support or CX roles • Remote flexibility with defined workflows Interview Process • Initial Phone Screen • Video Interview with Pavago Recruiter • Practical Task (simulate support tickets) • Client Interview • Offer & Background Verification Apply Now If you: • Enjoy helping customers • Thrive in fast-paced support environments • Can handle high volume with consistency This role is a strong fit. Originally posted on Himalayas