Support Specialist
Handles routine and moderately complex contributor inquiries across email and chat, investigates issues, documents resolutions, and escalates cases as needed. The role requires prior high-volume support experience, strong English communication, and independent remote work capability.
About the job
Responsibilities
- Resolve routine and moderately complex contributor inquiries across email and chat support channels using established workflows and sound judgment.
- Communicate clearly, empathetically, and professionally.
- Document investigations, actions taken, and resolutions thoroughly in Zendesk or equivalent systems.
- Identify issues outside the tier’s scope and escalate them with clear context and documentation.
- Provide feedback on workflows, macros, and documentation to improve efficiency and contributor experience.
- Stay current on relevant process and product updates through provided resources.
- Collaborate asynchronously with internal teams as needed.
Requirements
- Prior experience in high-volume customer support, platform support, or a similar role.
- Experience working remotely, with the ability to manage work independently and prioritize tasks without direct supervision.
- Strong written and verbal English communication skills.
- Ability to communicate clearly and professionally.
- Familiarity with customer service SaaS tools, Slack, and Google Workspace.
Compensation and Engagement
- Independent contractor role with agreed-upon services and deliverables.
- Estimated six-month engagement.
- Continued engagement or potential conversion to full-time employment may be considered based on performance and business needs.
- Company equipment will be provided during the engagement.
Skills
Zendesk, Customer Service Saas Tools, Slack, Google Workspace, Email Support, Chat Support, Written Communication, Verbal Communication
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