Job Description
Are you a dedicated problem solver looking for a rewarding remote opportunity in Virginia Beach? Horizon Support Services is seeking a talented Remote Customer Support Specialist to join our dynamic team immediately. This is a full-time, work-from-home position designed for individuals who excel in a remote environment and are eager to start contributing right away.
As a Remote Customer Support Specialist, you will be the voice of our brand, assisting clients with technical inquiries, account management, and service resolution. We pride ourselves on providing a comprehensive training program and top-tier equipment to ensure your success from day one. If you have a passion for helping others and a stable home office, we want to hear from you.
Responsibilities
- Manage Inbound & Outbound Communication: Handle a high volume of customer inquiries via phone, email, and live chat with a focus on empathy and efficiency.
- Troubleshoot Technical Issues: Diagnose and resolve customer problems related to our SaaS platform using established knowledge bases and tools.
- Maintain Accurate Records: Log all interactions, resolutions, and customer feedback into our CRM system to ensure seamless service continuity.
- Escalation Management: Identify complex issues that require specialized attention and route them to the appropriate technical teams promptly.
- Process Improvement: Proactively identify common customer pain points and suggest process improvements to enhance the overall user experience.
- Remote Compliance: Adhere to company security protocols and maintain a professional remote work environment at all times.
Qualifications
- Education: High school diploma or GED required; Associateās degree or technical certification preferred.
- Experience: Minimum of 1-2 years of experience in customer service or technical support (remote or onsite).
- Technical Skills: Proficient with CRM software, ticketing systems, and standard office productivity tools (Microsoft Office Suite).
- Environment: Must have a reliable high-speed internet connection and a dedicated, quiet workspace.
- Communication: Excellent verbal and written communication skills with the ability to simplify complex technical concepts for clients.
- Availability: Must be available to work flexible hours, including evenings and weekends, to support US-based clients.