• Serve as a primary point of contact for customers, providing friendly, knowledgeable, and solution-focused support. • Build trust with customers by actively listening, understanding their needs, and responding with empathy and professionalism. • Clearly explain product features, setup, and troubleshooting steps in a way that is easy for customers to understand. • Manage customer questions, concerns, and complaints through to resolution, ensuring a positive experience. • Support customers remotely with installation, configuration, and use of lighting products. • Troubleshoot common lighting issues such as dimming problems, flickering, or power concerns. • Use basic wiring diagrams, manuals, and product documentation to guide customers effectively. • Assist with basic lighting controls (on/off, 0–10V dimming) and product performance questions. • Follow safety and compliance guidelines during all customer interactions. • Communicate confidently and professionally across email, phone, chat, and CRM platforms. • Document customer interactions accurately and maintain organized case records. • Prioritize and manage multiple customer requests in a fast-paced support environment. • Meet response time and service level expectations while maintaining high-quality service. • Identify customer issues and provide clear, practical solutions. • Handle challenging situations calmly and professionally to achieve positive outcomes. • Recognize recurring customer concerns and share insights with the team to improve products and processes.

• Customer Service & Sales Representatives field customer inquiries by finding innovative ways to respond to varying questions, issues, and concerns. • Connect with customers via phone/email/chat/and or social media to resolve their questions or concerns. • Calmly attempt to resolve and de-escalate any issues. • Escalate interactions when necessary and appropriate. • Respond to requests for assistance and/or possible processing payments. • Track all call related information for auditing and reporting purposes. • Provide feedback on call issues. • Meet sales objectives as defined.

• Support Cargowise One applications for all ranks and its related peripherals development • Configure, setup and manage the workflow, triggers and events for the business needs and achieve the corporate objectives • Coordinate with users and key users in different business domains and collect requirements and do analysis and be able to offer solutions and workarounds • Involve in Cargowise One customization on documents, setup and documentation of the requirements against the setup • Formulate process mapping and gap analysis on the existing process and produce solutions by leveraging the Cargowise One applications and middlewares and development • Plans and formulates EDI engineering global initiatives and builds teams for success • Coordinate and direct implementation projects, making detailed plans to accomplish goals • Manage tasks and priorities of projects based on users expectations and KPI standard • Coordinates all customer & partner integration solutions, acting as the technical lead

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description The Customer Care Associate position at Remote is focused on supporting our standard users. The Customer Care Associate will be responsible for providing customer support to our various user types across a number of verticals and product areas via email and live messaging channels. This is an exciting time to join Remote! Qualifications - Strong problem-solving skills with a passion for enhancing the customer journey and advocating for customer needs. - Solid experience in Customer Support or Customer Enablement within a product or tech environment, with hands-on experience in Live Chat and Email Support. - Experience using CRM tools to manage customer interactions and support workflows. - Proven ability to collaborate with multiple stakeholders who have varying priorities. - Excellent team collaboration and communication skills—diligent, persistent, yet kind and patient with others. - Strong interest in modern web technologies and applications, with the ability to navigate ambiguous situations comfortably. - Fluent in written and spoken English. Requirements - Experience working remotely or in a fast-growing organization (nice-to-have). - Familiarity with HR, Payroll, Healthcare, and/or Pension systems (nice-to-have). Key Responsibilities - Responsible for solving tickets per week across various Remote verticals. - Maintain productivity standards, while ensuring high attention to detail with a healthy obsession with the customer journey and customer advocacy. - Respond within agreed Service Level time to standard tickets via email and live messaging across all verticals. - Work in close collaboration with the Customer Success, cross-vertical operational teams and Sales. - You’ll be the voice and the ear for our users. Practicals - You'll report to: Manager, Customer Success. - Team: Customer Success. - Location: This is a location specific position for the AMER region. - Start date: As soon as possible. Benefits - Work from anywhere. - Flexible paid time off. - Flexible working hours (we are async). - 16 weeks paid parental leave. - Mental health support services. - Stock options. - Learning budget. - Home office budget & IT equipment. - Budget for local in-person social events or co-working spaces. How to Apply Please fill out the form below and upload your CV in PDF format. We kindly ask you to submit your application and CV in English, as this is the standardized language we use here at Remote. If you don’t have an up-to-date CV but you are still interested in talking to us, please feel free to add a copy of your LinkedIn profile instead. We will ask you to voluntarily tell us your pronouns at the interview stage, and you will have the option to answer our anonymous demographic questionnaire when you apply below. As an equal employment opportunity employer, it’s important to us that our workforce reflects people of all backgrounds, identities, and experiences, and this data will help us to stay accountable. We thank you for providing this data, if you choose to. Please note we accept applications on an ongoing basis.