[Remote] Customer Support Representative

Note: The job is a remote job and is open to candidates in USA. SalesAgency is seeking a reliable and customer-focused Support Representative to join their growing Support Team. This role will primarily involve phone support and customer inquiries across their Traders Agency and Smart Recognition platforms, with opportunities to grow into additional responsibilities over time.

Responsibilities

• Serve as a key phone support representative for customer inquiries
• Respond to customer requests through phone, email, and Zendesk tickets in a timely and professional manner
• Assist customers with login, account access, product navigation, and general support questions
• Troubleshoot customer issues and guide users through corrective steps
• Document, track, and monitor customer issues using Zendesk
• Assist with Support Consultations and Client Onboardings
• Support access-related workflows, including TradingView and Discord-related requests, as trained
• Identify recurring customer issues and report trends to the Support Team
• Escalate technical, billing, policy, or sensitive customer issues to the appropriate team member
• Maintain a high level of professionalism and customer care in all interactions
• Learn additional support workflows over time, including text-based customer communication and Smart Recognition client support basics
• Other duties as assigned

Skills

• High School Diploma
• 1 - 3 years of help desk support experience
• Comfortable handling a high volume of phone-based customer interactions
• Effective verbal and written communication skills
• Effective problem-solving skills
• Must be passionate about contributing to an organization focused on continuously improving consumer experiences
• Quality focused
• Professional, reliable, and adaptable to a changing environment
• Understanding of email marketing tactics a plus
• ESP knowledge a plus
• Prior Zendesk or ticketing system experience strongly preferred
• Prior information technology or systems administration experience preferred
• Excellent relationship management and customer communication skills
• Google Suite proficient
• Must be versatile and able to adapt to constantly changing marketplace and environment
• Familiarity with TradingView or Discord support workflows is a plus

Company Overview