Customer Service Representative

About this role

Customer Service Representative (CSR) – Remote Customer Support | Phone | Email | Live Chat | Ticketing Systems Position Type: Full-Time, Remote Working Hours: U.S. Client Business Hours About the Role At Pavago , we’re hiring on behalf of one of our clients for a Customer Service Representative (CSR) to deliver exceptional customer support across phone, email, live chat, and ticketing platforms. This is a customer-first role where you’ll be responsible for: Resolving customer inquiries Managing support tickets Troubleshooting issues Maintaining customer satisfaction Delivering timely, professional communication You’ll serve as the frontline voice of the company, ensuring every customer receives a positive, solutions-focused experience while helping strengthen customer loyalty and retention. If you enjoy helping people, solving problems, and working in a fast-paced support environment, this role is a strong fit. What You’ll Own Customer Support & Issue Resolution Handle inbound customer inquiries through: Phone Email Live chat Support tickets Resolve customer concerns professionally and efficiently. Troubleshoot common issues and escalate complex cases when necessary. Deliver timely, high-quality customer support. Manage multiple customer conversations while maintaining service quality. Ticket & Case Management Manage customer support tickets using platforms such as: Zendesk Freshdesk Help Scout Salesforce Service Cloud Prioritize cases based on: Urgency SLA requirements Business impact Maintain accurate documentation of: Customer interactions Troubleshooting steps Case resolutions Monitor open cases through completion. Customer Experience & Communication Communicate clearly and professionally across all support channels. De-escalate challenging customer situations with empathy and professionalism. Build trust through proactive communication and consistent follow-up. Capture customer feedback and identify recurring support trends. Maintain a customer-first approach in every interaction. Knowledge Base & Process Improvement Maintain and update: FAQs Internal knowledge base articles Support documentation Improve: Response templates Support macros Workflow documentation Share recurring customer issues and improvement recommendations with internal teams. Cross-Functional Collaboration Work closely with: Operations Billing Technical Support Product teams Coordinate escalations and ensure smooth issue resolution. Follow company policies, documentation standards, and privacy requirements. Requirements Must-Have Qualifications 1–2 years of experience in: Customer Service Customer Support Call Center Client-facing roles Experience using customer support platforms such as: Zendesk Freshdesk Salesforce Service Cloud Help Scout Strong written and verbal English communication skills. Excellent multitasking and organizational skills. Ability to manage high ticket volumes while maintaining quality. Proficiency with: Google Workspace Microsoft Office Reliable internet connection and professional remote workspace. Nice to Have Experience supporting U.S.-based customers. Background in: SaaS E-commerce Healthcare Finance Service-based businesses Familiarity with: Live chat platforms Customer support automation tools KPI-driven support environments Multilingual communication skills. What Makes You a Strong Fit You genuinely enjoy helping customers and solving problems. You remain calm under pressure. You communicate clearly and professionally. You manage multiple priorities efficiently. You are detail-oriented and highly organized. You take ownership of customer issues until they are fully resolved. What a Typical Day Looks Like Review and prioritize incoming support tickets. Respond to customers via phone, email, and live chat. Troubleshoot customer issues and coordinate escalations. Document customer interactions and update support records. Follow up on unresolved cases. Identify recurring issues and recommend service improvements. In short: Yo

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