Remote Customer Support Specialist
About The Position
99 group is seeking a passionate, customer-focused Remote Customer Support Specialist to provide rapid, professional, and helpful support to customers, partners, startups, and other stakeholders. The role is the first point of contact for clients, handling complaints, resolving problems, and supporting a seamless customer experience. The successful candidate communicates well, is detail-oriented and IT-aware, can work autonomously in a remote environment, and collaborates with internal teams. The work includes recording customer interactions, resolving complaints, answering inquiries, and following up to ensure concerns are addressed.
Requirements
- Experience in startups, IT companies, innovative projects, or professional services.
- Experience supporting remote customers.
- Experience with CRM and ticketing systems.
- Fluency in English.
- Strong communication and attention to detail.
- Ability to work autonomously in a remote environment.
Nice To Haves
- Fluency in additional languages.
Responsibilities
- Respond to client inquiries professionally and promptly via phone, email, live chat, and ticketing systems.
- Resolve consumer concerns and complaints, and escalate technical or complicated issues to the appropriate internal team.
- Record customer contacts and support activity.
- Follow up with clients to ensure their concerns are being resolved correctly.
- Answer questions about accounts, registration, scheduling, and programming.
- Keep management informed about recurring client trends and problems.
- Collaborate with operations, program, and innovation teams when additional customer support is needed.
- Deliver consistently outstanding, professional client experiences.
- Suggest improvements to the customer experience and customer-support operations.
- Maintain internal documentation and customer-support articles for frequently asked questions.
- Collect client feedback and suggestions and communicate them to operations and product teams.
- Meet or exceed support KPIs, including resolution rates, customer satisfaction score (CSAT), and first response time (FRT).
Benefits
- Training and professional growth.
- Opportunity to work in a creative, international environment.
- Work with startups, organizations, entrepreneurs, and IT specialists.
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What This Job Offers
Job Type
Full-time
Education Level
No Education Listed
