Remote customer support specialist
About The Position
The Customer Service Specialist is a remote, full-time role on the Client Experience Team and reports to the Supervisor, Customer Care. The specialist is the first point of contact for consumers and supports their post-purchase experience. The role involves answering questions about system performance, payments, installation timelines, project status, billing, monitoring, and warranties, while coordinating with internal teams to resolve service issues. The position calls for a disciplined, solution-oriented, empathetic communicator who can make difficult service situations easier for customers in a fast-paced remote environment.
Requirements
- Experience in startups, IT companies, innovative projects, or professional services.
- Experience supporting remote customers.
- Experience with CRM and ticketing systems.
- Fluency in English.
Nice To Haves
- Fluency in languages other than English.
Responsibilities
- Respond promptly and efficiently to customer enquiries through a CRM or ticketing system, using phone, email, live chat, and SMS.
- Support homeowners with questions about installation dates, permitting and inspection status, system monitoring, billing, and warranty coverage.
- Use the troubleshooting guide to help users identify minor system-monitoring warnings or account issues.
- Coordinate with scheduling, field workers, engineering, and billing teams to escalate and resolve major service issues in a timely manner.
- Document customer communications, issue status, and resolutions in the CRM, and maintain accurate, up-to-date records.
Benefits
- Opportunity to work in a creative, international environment.
- Work with startups, organizations, entrepreneurs, and IT specialists.
- Training and professional growth.
- Energetic and team-oriented working environment.
- New work and opportunities around customer experience.
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What This Job Offers
Job Type
Full-time
Education Level
No Education Listed
