Customer Support Representative

NeoWork; Colombia; A distancia; COP 52.309.000 - 87.182.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Health insurance for contractors

Remote work (100% home-based)

Holiday extra pay

Annual review and appraisal

Performance-based incentives

Professional growth opportunities

Descripción de la vacante

NeoWork is hiring Customer Support Representatives to join dedicated support teams for U.S. clients in e-commerce, tech, and healthcare. You will be the first point of contact for customers, resolving questions over phone, chat, and email with patience, accuracy, and a friendly tone.

This 100% remote role is based in Colombia, with work hours aligned to U.S. business times. You will join a global staffing partner that handles recruiting, HR, benefits, and ongoing support while you focus on

Formación

• 1+ year of experience in customer support, call center, or client-facing service roles.
• Excellent spoken and written English.
• Based in Colombia and available to work U.S. business hours.
• Ability to multitask across channels (phone, chat, email).
• Detail-oriented with calm, empathetic, solution-focused communication.
• Experience with helpdesk/CRM/ticketing tools.

Responsabilidades

• Respond to customer inquiries via phone, live chat, and email within defined service levels.
• Troubleshoot account, order, billing, and product issues and resolve on first contact when possible.
• Escalate complex cases with clear notes.
• Document interactions in the client’s CRM or helpdesk (Zendesk, Gorgias, Freshdesk).
• Identify recurring issues and suggest improvements to articles and processes.
• Meet quality, productivity, and customer satisfaction targets.

Conocimientos

Customer support experience

English proficiency

Multichannel communication

Detail-oriented

CRM/ticketing tools

Herramientas

CRM software

Ticketing systems

Descripción del empleo

NeoWork is hiring Customer Support Representatives to join dedicated support teams for U.S. clients in e-commerce, tech, and healthcare. You will be the first point of contact for customers, resolving questions over phone, chat, and email with patience, accuracy, and a friendly tone.

NeoWork is a global staffing and operations partner that builds dedicated remote teams for fast-growing U.S. companies. Our teammates work directly within our clients' teams and tools, while NeoWork handles recruiting, HR, benefits, and ongoing support.

Key Responsibilities

• Respond to customer inquiries via phone, live chat, and email within defined service levels
• Troubleshoot account, order, billing, and product issues and resolve them on first contact whenever possible
• Escalate complex cases to the right team with clear, complete notes
• Document every interaction accurately in the client's CRM or helpdesk (e.g., Zendesk, Gorgias, Freshdesk)
• Identify recurring issues and share feedback to improve help articles and processes
• Meet quality, productivity, and customer satisfaction targets

Requirements

• 1+ year of experience in customer support, call center, or client-facing service roles
• Excellent spoken and written English
• Calm, empathetic, and solution-oriented communication style
• Comfortable using helpdesk, CRM, and ticketing tools
• Strong attention to detail and ability to multitask across channels
• Availability to work U.S. business hours
• Based in Colombia, with a reliable home office setup and stable internet connection

Nice to Have

• Experience supporting U.S. customers
• Experience in e-commerce, SaaS, or healthcare support
• Fluency in Spanish

Benefits

• We offer health insurance for contractors
• Holiday Extra Pay
• The work hours generally align with standard business hours in the US, with some potential flexibility depending on the client's needs
• This is a 100% home-based position
• We prioritize the mental health of our team members and offer mental health days to support their well-being
• In addition to the base salary, performance-based incentives are provided
• There is an annual review and appraisal process in place
• There are ample opportunities for professional growth and advancement within the company