Freelance Support Agent
Job Summary
Working remotely on a freelance basis, the Support Agent will manage customer inquiries through live chat and email, prioritize ticket resolution, and maintain support processes to ensure a high level of customer satisfaction.
Key responsibilities
- Answer new support tickets across live chat and email while managing backlog tickets
- Troubleshoot and resolve customer issues, escalating cases as necessary
- Maintain accurate ticket tagging, assignment, and updates while adhering to support processes and quality standards
Required qualifications
- 2+ years in Customer Support or Customer Experience
- Experience with live chat and email support, handling high ticket volumes
- Preferred experience in SaaS, tech, AI, app, or subscription products
- Familiarity with support tools such as Freshdesk, Zendesk, or Intercom
- Strong written English skills
Complete Job Description
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