Customer Support Representative (Remote) online

frame media excel; New York (NY); Hybrid; USD 45,000 - 69,000; Full time

Benefits offered by this job

Health, dental, and vision benefits

401K plan

Collaborative work environment

Job summary

A leading media company is seeking a Customer Support Representative to help troubleshoot issues for users on their platform. The role requires excellent communication skills and the ability to work in a fast-paced environment. Candidates should have a customer service background and be detail-oriented. This position offers generous health benefits, a collaborative work environment, and a target compensation range of $45,000 - $69,000 per year.

Qualifications

• Previous customer service experience is essential.
• Ability to effectively communicate both verbally and in writing.
• Must demonstrate strong multi-tasking skills in a fast-paced environment.
• Proactive and detail-oriented approach is required.
• Must have a customer-focused mindset and demonstrate problem-solving skills.
• Ability to work flexible hours, including weekends, as needed.

Responsibilities

• Troubleshoot issues and provide actionable tips to platform users.
• Confirm member qualification and device functionality prior to interviews.
• Follow security procedures and policies.
• Moderate incoming research responses based on team requests.

Skills

Customer service experience

Strong verbal and written communication

Multi-tasking in fast-paced environments

Organized and detail oriented

Customer-focused mindset

Problem-solving skills

Teamwork

Proficient in Microsoft Excel

Salesforce experience

Zendesk experience

Job description

About the job

Customer Support Representatives will primarily report to a Sr. Qualitative Specialist, who leads handling customer requests and associated procedures. We have a collaborative and innovative workplace and the expectation is that as a Customer Support Representative, you will work closely with other departments to improve tactics, processes, and communications over time.

A Representative may need to respond to chat requests and be present in interviews after typical work hours or on the weekend. Weekday schedules will be flexible in order to balance out these commitments as necessary.

Responsibilities

• Help members troubleshoot issues they encounter while using the Live platform and provide actionable tips to resolve the problem.
• Represent the client in IDI & Focus Group Waiting rooms & proactively confirm member qualification and device functionality prior to interviews.
• Follow communication and security procedures, guidelines, and policies including all known PI procedures.
• Moderate incoming Qualitative Research Responses based on Commercial team requests and general platform quality support needs.

Qualifications

• Previous customer service experience.
• Strong verbal and written communication skills.
• Experience multi-tasking in a fast-paced and changing environment.
• Proactive, organized, and detail oriented.
• Self-starting professional with a positive attitude.
• Empathetic communicator with a customer‑focused mindset.
• Problem‑solving and logical thinking skills; you demonstrate initiative, take ownership of customers' needs, and make suggestions to improve processes and customer service.
• Ability to work in a team environment and work a flexible or weekend schedule to meet our business needs.
• Computer‑literate and proficient in Microsoft Excel / Google Drive.
• Previous Salesforce and or Zendesk experience is a plus, but not required.

Benefits

• We take care of our employees and their families. We have generous health, dental and vision benefits, and our 401K plan vests immediately.
• A friendly, fun, and collaborative work environment that allows for frequent exposure to executives.
• The opportunity to make an immediate impact as a part of a fast-growing company.
• The target base compensation for this role is $45,000 - $69,000 / yr.