Remote Call Center Customer Service Representative / Help Desk Support (Day & Night shift)

About the role

We are seeking a Customer Service Representative who will also provide first‑level technical support in a fast‑paced call‑center environment. The position covers both day and night shifts and requires handling inbound inquiries, troubleshooting issues, and maintaining accurate records in our CRM system.

Key responsibilities

• Answer incoming calls and chat requests promptly, delivering courteous and effective service.
• Diagnose and resolve basic technical problems, escalating complex cases to the appropriate team.
• Document all interactions and updates accurately in the company CRM.
• Follow established scripts and service level agreements to meet performance targets.
• Identify recurring issues and suggest process improvements to enhance customer experience.
• Maintain up‑to‑date knowledge of products, services, and support tools.
• Participate in shift handovers and share critical information with teammates.

Required qualifications

• High school diploma or equivalent; some college coursework preferred.
• Strong verbal and written communication skills.
• Basic proficiency with CRM platforms and ticketing systems.
• Ability to troubleshoot common hardware, software, and connectivity problems.
• Excellent interpersonal skills and a customer‑focused attitude.
• Availability to work rotating day and night shifts, including weekends.

Nice to have

• Previous experience (0–1 year) in a call‑center or help‑desk role.
• Familiarity with Windows, macOS, and mobile operating systems.
• Certification such as CompTIA A+ or ITIL Foundation.
• Experience with multi‑channel support (phone, email, chat).