Remote On-Call Support Specialist - Multichannel Resolution

Ltvplus

Crossing

Remote

PHP 201,000 - 335,000

Full time

5 days ago

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Job summary

Ltvplus is seeking an On-Call Buffer Customer Service Agent to provide rapid-response coverage across email, live chat, and voice channels. You thrive on high-volume surges and delivering exceptional customer experiences on short notice.

You will log in during scheduled shifts, resolve inquiries about billing, order status, troubleshooting, and returns, and document interactions in the CRM while following brand guidelines. Remote work with weekend coverage is required.

Qualifications

1–3 years in e-commerce, BPO, or SaaS customer support.
Hands-on with major helpdesk platforms (Gorgias, Zendesk, Freshdesk, Salesforce Service Cloud).
Experience handling omnichannel support (email, live chat, inbound calls).
Excellent written and verbal English; high typing speed and accuracy.
Ability to pivot between channels or workflows with minimal warm-up.
Strong organizational skills to log interactions accurately in CRM/helpdesk systems.
Willing to log in during designated peak or emergency coverage windows.

Responsibilities

Maintain on-call readiness during scheduled shift windows to assist within standard SLA.
Resolve inquiries across live chat, emails, and inbound calls about billing, orders, troubleshooting, returns.
Monitor live queues and prioritize urgent tickets to prevent SLA breaches during high-volume periods.
Document all interactions, resolution steps, and internal notes in designated CRM and ticketing tools.
Apply client brand guidelines, SOPs, and knowledge base resources to deliver accurate, high-quality solutions.
Smoothly elevate complex or recurring operational issues to team leads and supervisors.