Cloud Customer Support & Billing Specialist (24/7)

Socket.dev; United States; Remote; USD 26,000 - 33,000; Full time

Benefits offered by this job

100% company-paid health insurance

401(k) plan with employer match

Professional development stipend

Paid holidays + PTO

Remote office setup stipend

Internet reimbursement

Gym membership reimbursement

Job summary

Vultr is seeking a highly motivated Customer Support Representative to help deliver exceptional service by resolving billing and account issues. This role requires customer-centric approach, attention to detail, urgency, and a proactive attitude in a high-ticket, high-volume contact center environment.

You will multi-task across tickets, communicate with customers and internal teams, and document interactions while building product knowledge.

Qualifications

• 1+ years of experience resolving billing and account issues in a high-volume contact center.
• Strong customer service skills and the ability to communicate clearly under pressure.
• Ability to manage multiple tickets or issues simultaneously while adapting to shifting priorities.
• Strong written and verbal communication skills, including the ability to explain complicated billing issues clearly.
• Proficiency in the English language.

Responsibilities

• Respond to customer inquiries regarding Vultr products and services through ticketing systems and other support channels.
• Maintain professional and clear communication with both customers and internal teams, providing status updates and confirming resolution until the issue is fully closed.
• Troubleshoot account and billing issues by reviewing account subscriptions, billing statements, and platform data using established procedures and documentation.
• Manage multiple tickets and prioritize tasks efficiently with a sense of urgency while maintaining a positive customer support experience.
• Document and summarize interactions and resolutions accurately.
• Develop proficiency in Vultr's products, services, billing rates, and procedures.
• Follow established workflows and contribute to process improvements.
• Maintain high customer satisfaction scores (CSAT) while meeting performance metrics such as ticket resolution time and first contact resolution rate (FCR).
• Participate in ongoing training and development opportunities.
• Participate in a 24/7 team-based operations environment, including scheduled shift coverage as determined by business needs.

Skills

Billing issues

Customer service

Ticket management

Clear communication

English proficiency

Job description

Vultr is seeking a highly motivated Customer Support Representative to help deliver exceptional service by resolving billing and account issues. This role requires customer-centric approach, attention to detail, urgency, and a proactive attitude in a high-ticket, high-volume contact center environment.

You will multi-task across tickets, communicate with customers and internal teams, and document interactions while building product knowledge.