Customer Support Consultant (Short Term, Remote, Jamaica)

Andrew Parish area listed). A global support outsourcing company that provides customer and technical support for software and technology clients in 30+ countries is hiring short-term Customer Support Consultants. You will handle written support for a cloud software client, working through chat and email under defined procedures and KPIs. Engagements run for 3 or 6 months, with the possibility of extending to a longer-term arrangement.

What you'll do

• Respond to customer chat and email inquiries about billing, product use, accounts and logins, following internal SLAs
• Resolve common tickets using the knowledge base and training materials, and escalate unresolved cases to the client's internal team on time
• Reproduce reported issues to check whether they affect multiple users
• Log bugs and write clear bug reports, keeping feedback boards current (no technical fixes required)
• Follow internal SOPs and guidelines precisely, and raise process improvement ideas or unusual product behavior with the team lead

What you need

• At least 1 year of customer support experience, including chat and email support
• Experience writing professional, well-structured emails
• Experience with a CRM or support system such as Zendesk, Intercom or Gorgias
• English at C1 level with strong proofreading habits
• Comfortable working within strict guidelines and KPIs; practical tech skills for testing and investigating issues (no coding needed)
• Stable internet connection of at least 50 Mbps download and 40 Mbps upload
• Available for a full-time schedule, either Sunday to Thursday 16:00-00:00 or Wednesday to Sunday 08:00-16:00 (GMT-5)

How to apply

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