Junior Customer Support Representative (Tickets)
Ruby Labs
•Remote
About The Position
As a Junior Customer Support Representative – Tickets, you will handle routine support tickets and assist with ticket triage and processing. You will play a key role in maintaining high customer satisfaction and supporting the team in meeting departmental Key Performance Indicators (KPIs) and Service Level Agreements (SLAs).
Requirements
- 1–2 years of experience in customer support.
- Strong attention to detail and accuracy.
- A friendly demeanor with a passion for providing customer support.
- Good communication and interpersonal skills.
- Basic problem-solving abilities with a customer-focused mindset.
- Ability to follow established procedures for ticket handling and escalation.
- Willingness to learn and adapt quickly in a fast-paced support environment.
Nice To Haves
- Familiarity with CRM systems and support tools is a plus.
Responsibilities
- Handle routine customer support tickets efficiently and professionally.
- Assist with ticket triage and processing to ensure timely resolution.
- Escalate complex issues to senior team members or relevant internal teams when necessary.
- Work towards achieving the set Key Performance Indicators and Service Level Agreements.
- Strive to provide accurate and friendly first-contact support to customers.
- Gather basic customer feedback to help improve our products and services.
- Assist in handling billing queries under guidance when required.
Benefits
- Remote Work Environment
- Unlimited PTO
- Paid National Holidays
- Company-provided MacBook
- Flexible Independent Contractor Agreement
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
