Remote Support Agent (SaaS & AI)
Social Discovery Group
Una candidatura completa en un minuto: currículum y carta de presentación adaptados, listos para enviar.
Ventajas ofrecidas por este puesto de trabajo
Descripción de la vacante
Social Discovery Group (SDG) is seeking a freelance Support Agent to handle live chat and email, manage backlog tickets, and maintain fast response times. The role emphasizes resolving issues, escalating when needed, and following established processes across a SaaS product environment.
The ideal candidate has 2+ years in customer support, experience with ticketing systems, and strong written English, with the ability to work a 11:00 am - 7:00 pm PST shift and enjoy remote work.
Formación
- 2+ years in Customer Support or Customer Experience.
- Experience with live chat and email support.
- Experience handling high ticket volumes and backlogs.
- SaaS, tech, AI, app, or subscription-product experience preferred.
- Experience with Freshdesk, Zendesk, Intercom, or similar.
- Strong written English.
Responsabilidades
- Answer new support tickets across live chat and email.
- Work through backlog tickets, prioritizing oldest/urgent cases.
- Maintain a fast First Response Time (FRT).
- Troubleshoot and resolve customer issues.
- Escalate cases that require another team.
- Follow up on pending customer conversations.
- Keep tickets correctly tagged, assigned, and updated.
- Follow existing support processes, templates, and quality standards.
Conocimientos
Herramientas
Descripción del empleo
Social Discovery Group (SDG) is seeking a freelance Support Agent to handle live chat and email, manage backlog tickets, and maintain fast response times. The role emphasizes resolving issues, escalating when needed, and following established processes across a SaaS product environment.
The ideal candidate has 2+ years in customer support, experience with ticketing systems, and strong written English, with the ability to work a 11:00 am - 7:00 pm PST shift and enjoy remote work.
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