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Managed global staffing across 30 plus countries with enterprise recruiting, oversight, training, and performance manage
Customer Support Representative, Freshdesk, Shopify
Location
United States
Posted
107 days ago
Salary
0
Seniority
Senior
Job Description
Customer Support Representative, Freshdesk, Shopify
The Hello Team
• Manage and resolve customer inquiries through Freshdesk, including WhatsApp and email • Serve as the first line of defense for customer support tickets after AI handling • Answer inbound phone calls and assist customers with order placement • Resolve support tickets efficiently, including basic bot-related issues • Use sound judgment to investigate and handle complex customer concerns (e.g., return requests, order issues) before approving or escalating • Qualify incoming leads using defined criteria and escalate qualified opportunities to the sales team • Perform basic Shopify tasks such as listing updates • Maintain accurate records and updates within Freshdesk internal database • Collaborate with internal teams to ensure timely and effective issue resolution • Perform other tasks related to the position
Job Requirements
- Excellent English proficiency (written and spoken)
- Strong interpersonal and phone communication skills with cross-functional teams and clients
- Prior experience with Freshdesk is strongly preferred; experience with Zendesk will be considered
- Experience with Shopify for basic operational tasks; no development skills required
- Basic to intermediate proficiency in Excel, including data entry and simple tracking
- Reliable, detail-oriented, with strong problem-solving skills
- Able to manage multiple inquiries while maintaining accuracy and customer satisfaction
- Friendly, approachable, and pleasant to work with
- Excellent Email etiquette
- Out-of-the-box thinker, reliable, and professional
- Previous experience in customer service or administrative & operations support roles
- Proficiency in Microsoft Office (Word, Excel, Outlook)
- Sound judgment and the capacity to comprehend and execute instructions promptly with minimal supervision
- Reliable computer (Windows 10 or newer), two monitors, and stable high-speed internet
Benefits
- 100% remote work
- Full-time position with 40 hours weekly
- Great work environment with potential for growth
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