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).