Customer Support Representative

NeoWork; United States; A distancia; USD 22.000 - 36.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Health insurance for contractors

Holiday Extra Pay

100% home-based position

Mental health days

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 via phone, chat, and email with patience and accuracy.

As a remote member based in Colombia, you will use Zendesk, Gorgias, or Freshdesk to document interactions, meet targets for quality and response times, and collaborate with client teams during US business hours.

Formación

• 1+ year in customer support or related client-facing roles.
• Excellent spoken and written English.
• Colombia-based with reliable home office setup and stable internet.
• Availability to work U.S. business hours.

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 where possible.
• Escalate complex cases with clear notes to the right team.
• Document interactions in the client's CRM/helpdesk (e.g., Zendesk, Gorgias, Freshdesk).
• Identify recurring issues and provide feedback to improve articles and processes.
• Meet quality, productivity, and customer satisfaction targets.

Conocimientos

1+ yr experience

English fluency

Empathetic comms

Helpdesk/CRM tools

Attention to detail

US business hours

Colombia-based

Herramientas

Zendesk

Gorgias

Freshdesk

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

• 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

• 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.