Customer Support Representative (Remote)

About the role

As a Customer Support Representative you will be the first point of contact for users, handling product questions, reimbursement programs, compliance documentation, and technical support via phone and email.

Key responsibilities

• Respond to user inquiries through Zendesk by phone and email.
• Identify issues using consistent troubleshooting methods and provide timely solutions.
• Handle reimbursement, compliance, and program‑related questions with accuracy and empathy.
• Document, track, and manage customer issues according to established processes.
• Escalate complex cases and collaborate with internal teams to resolve them.
• Educate users on product features, workflows, and navigation of cloud and mobile app tools.
• Review compliance documentation to ensure alignment with program policies.
• Identify recurring issues and recommend improvements to processes and support resources.
• Create and maintain knowledge‑base content, FAQs, and support documentation.
• Share customer feedback and insights with stakeholders and meet performance KPIs.

Required profile

• 1–3 years of experience in customer support, service, or success.
• Strong written and verbal communication skills.
• Excellent organization, time‑management, and ability to work independently.
• Empathetic approach with a focus on problem‑solving.
• Comfortable working cross‑functionally and adapting to change.
• Reliable internet connection and a quiet remote work environment.

Required skills

• Zendesk Suite
• Google Suite
• Cloud‑based tools