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Customer Service Specialist for a Software Company in the US (Home Based Part Time)
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Job Description
- Req#: 147741000074448433
Job Description
• Review all requests submitted through email, the Freshdesk ticket system, phone, or text.
• Ensure every request is properly logged and assigned to the appropriate team member.
• Send prompt responses to customers to confirm receipt, assignment, and the expected timeline.
• Perform basic triage to categorize requests under programming, customer support, or training.
• Follow up internally with the team to ensure all active tickets are being processed.
• Monitor SLA timelines and response times to maintain service standards.
• Provide regular status updates to customers regarding their open tickets.
• Follow up after a ticket is closed to confirm the issue was fully resolved.
• Solicit customer feedback to ensure the team met or exceeded expectations.
• Call customers occasionally to clarify specific requests or provide detailed follow-ups.
Skill Set
• Excellent English communication skills, both verbal and written. • Strong professional writing ability for handling customer emails. • Proven customer service or help desk experience. • Familiarity with Freshdesk or similar ticketing platforms. • Professional phone etiquette and communication skills. • High level of organization and attention to detail. • Ability to triage and route requests to the appropriate teams. • Consistency in following up with customers and internal stakeholders.About the company
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