Customer Service Representative

Customer Service Representative (CSR) – Remote Customer Support | Zendesk | Email, Chat & Phone SupportPosition Type: Full-Time, RemoteWorking Hours: U.S. Business HoursAbout the RoleWe’re hiring for our client, a growing U.S.-based company, seeking a Customer Service Representative (CSR) to provide fast, professional, and empathetic support to customers across phone, email, chat, and ticketing systems.This is a high-impact customer support role for someone who:Communicates clearly and confidentlyStays calm under pressureEnjoys solving problemsThrives in fast-paced support environmentsYou’ll act as the frontline voice of the company — helping customers resolve issues, answering questions, managing support tickets, and creating positive customer experiences every day.If you have experience in customer service, customer support, call center operations, help desk support, live chat support, or Zendesk/ticketing systems, this role could be a great fit.What You’ll DoCustomer Support & Issue ResolutionHandle inbound customer inquiries via phone, email, chat, and ticketing platformsResolve customer issues quickly and professionallyTroubleshoot common customer concerns and escalate complex issues when neededDeliver empathetic, customer-first support experiencesMaintain strong response times and customer satisfaction scoresTicket & Case ManagementManage tickets using platforms such as:ZendeskFreshdeskHelp ScoutSalesforce Service CloudPrioritize urgent issues based on SLAsMaintain accurate customer records and documentationFollow up on unresolved issues until completionCustomer CommunicationCommunicate professionally across all channelsDe-escalate frustrated customer situations calmly and confidentlyCapture customer feedback and identify recurring support issuesEnsure customers feel heard, supported, and informedKnowledge Base & Process SupportUpdate FAQs and internal support documentationImprove support templates and canned responsesIdentify recurring support trends and suggest improvementsShare customer insights with internal teamsCollaboration & Operations SupportWork closely with operations, billing, product, and technical teamsEnsure smooth escalations and accurate handoffsMaintain compliance with company policies and documentation standardsWhat Makes You a Great FitYou genuinely enjoy helping customersYou communicate clearly and professionallyYou stay organized while handling multiple conversationsYou remain calm in high-volume support environmentsYou take ownership of customer issues until resolutionYou are reliable, detail-oriented, and proactiveRequired Skills & Experience1–2 years of experience in:Customer serviceCustomer supportCall center supportClient-facing rolesExperience using:ZendeskFreshdeskSalesforce Service CloudOther ticketing platformsStrong written and verbal English communication skillsStrong multitasking and organizational skillsComfortable in KPI-driven support environmentsProficiency with Google Workspace or Microsoft OfficeReliable internet connection and professional remote setupPreferred ExperienceSupporting U.S.-based customersSaaS, e-commerce, healthcare, finance, or service industriesExperience with live chat and support automation toolsMultilingual communication skills are a plusWhat a Typical Day Looks LikeReview and prioritize incoming support ticketsRespond to customers via phone, email, and chatTroubleshoot issues and coordinate escalationsMaintain accurate ticket documentationFollow up on unresolved casesHelp improve customer satisfaction and support qualityIn short: you ensure customers receive fast, professional, and solutions-focused support that strengthens customer trust and satisfaction.KPIs & Success MetricsCustomer Satisfaction (CSAT)First Contact Resolution (FCR)SLA & response time complianceTicket resolution speedDocumentation accuracyQuality assurance scoresInterview ProcessInitial Phone ScreenVideo Interview with Pavago RecruiterPractical Customer Support TaskClient InterviewOffer & Background Verification#CustomerService #CustomerSupport #CSR #RemoteJobs #Zendesk #CustomerExperience #CallCenter #HelpDesk #RemoteWork #SupportRepresentativeOriginally posted on Himalayas