Customer Service Support (MW - 04242025 - FTCSS)

Position: Customer Service Support Number of hours: 60 hours/week Schedule: __ Open Position: 2 Tasks required: Respond promptly and professionally to customer inquiries via live chat, email, phone , and social media DMs Maintain a high level of empathy, accuracy, and customer satisfaction in every interaction Use CRM systems to track tickets, customer history, and resolutions Make and receive calls using cloud phone systems , particularly OpenPhone Assist customers with basic troubleshooting for our mobile apps (iOS and Android) Escalate technical issues to relevant departments as needed Monitor and manage support queues to ensure timely follow-ups Create or update support documentation as necessary Identify recurring customer issues and report trends to improve support processes Ensure SLAs (Service Level Agreements) and KPIs are met Collaborate with other team members for seamless customer support coverage Provide feedback on tools, workflows, or customer pain points for continuous improvement Requirements : Excellent communication skills oral and written (non-negotiable) Proven experience in customer support (chat, email, phone, and social media) Familiarity with CRMs (e.g., HubSpot, Zendesk, Freshdesk, etc.) Experience using cloud phone systems , especially OpenPhone Ability to troubleshoot basic app issues on both Android and iOS Strong multitasking and organizational skills Self-starter who can work independently and take initiative Reliable internet connection and a quiet workspace Work Schedule: VA #1: 9:00 AM 9:00 PM (12-hour shift) VA #2: Night shift / graveyard hours following VA #1’s schedule Note: No work required on official holidays