Remote Customer Support Specialist — Empathy in Action

PulseMediaNL; Tabuk; On-site; SAR 112,000 - 206,000; Full time

Benefits offered by this job

Fully remote work environment

Job summary

PulseMediaNL is a growing digital-focused company seeking a Customer Support Specialist to assist customers, respond to inquiries, troubleshoot issues, and elevate complex cases as needed. The ideal candidate is patient and empathetic, comfortable communicating via email, live chat, and support platforms, and able to manage multiple conversations with high accuracy and professionalism.

This fully remote role emphasizes a customer-first mindset, cross-team collaboration, and ongoing feedback to

Qualifications

• Previous experience in customer service, customer support, help desk, client services, or a similar role.
• Excellent written and verbal communication skills.
• Strong problem-solving and critical-thinking abilities.
• A customer-focused attitude with genuine patience and empathy.
• Strong attention to detail and accuracy.
• Ability to manage multiple customer requests and prioritize effectively.
• Comfortable working independently in a remote environment.
• Good computer literacy and confidence learning new software and digital tools.
• Ability to remain professional and composed when handling difficult or frustrated customers.
• Strong organizational and time-management skills.

Responsibilities

• Respond promptly and professionally to customer questions and support requests through email, live chat, ticketing systems, and other approved communication channels.
• Provide accurate information about PulseMediaNL's products, services, policies, processes, and account-related matters.
• Understand customer concerns and take ownership of issues from initial contact through resolution whenever possible.
• Troubleshoot customer problems by asking appropriate questions, investigating available information, and providing clear step‑by‑step guidance.
• Handle customer complaints calmly and professionally, demonstrating empathy while working toward practical solutions.
• Keep customers informed about the progress of unresolved issues and follow up when required.
• Escalate technical, billing, account, or other complex issues to the appropriate internal team.
• Create a consistently positive customer experience across every interaction.
• Communicate in a friendly, respectful, concise, and professional manner.
• Adapt communication style to different customer needs, situations, and levels of technical knowledge.

Skills

Empathy

Communication

Problem-solving

Ownership

Attention to detail

Adaptability

Time management

Teamwork

Resilience

Digital confidence

Tools

CRM / Helpdesk tools

Job description

PulseMediaNL is a growing digital-focused company seeking a Customer Support Specialist to assist customers, respond to inquiries, troubleshoot issues, and elevate complex cases as needed. The ideal candidate is patient and empathetic, comfortable communicating via email, live chat, and support platforms, and able to manage multiple conversations with high accuracy and professionalism.

This fully remote role emphasizes a customer-first mindset, cross-team collaboration, and ongoing feedback to