Customer Service Representative - WFH

We're Hiring! Join Us as a Customer Service Representative

Are you technically inclined and passionate about solving complex problems? Do you enjoy helping customers troubleshoot equipment and guiding them step-by-step to solutions? We’re looking for a proactive Customer Service Representative to provide expert assistance across phone, email, and chat channels.

As part of our Customer Support team, you’ll be the go-to expert for diagnosing issues, guiding installations, and ensuring our customers get the most out of their machines.

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What You’ll Be Doing

Provide Technical Assistance – Handle incoming technical inquiries, troubleshoot hardware and software concerns, and guide customers through step-by-step solutions via phone, chat, and email.

Diagnose & Resolve Issues – Identify root causes of equipment malfunctions and provide clear, safe, and accurate solutions. Escalate complex cases when necessary.

Support Machine Setup & Configuration – Assist customers with machine installation, calibration, firmware updates, and software compatibility.

Be the Product Expert – Develop in-depth knowledge of our equipment, components, safety procedures, and troubleshooting workflows.

Document & Track Cases – Accurately log all interactions, solutions provided, and next steps in our CRM system.

Maintain KPIs – Meet performance targets related to response time, resolution quality, and customer satisfaction.

Collaborate Across Teams – Work closely with Sales, Operations, and Engineering teams to ensure a seamless customer experience.

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Bonus Points If You Have Experience With:

• Laser engraving machines (CO2 or Fiber lasers)
• Laser cutting systems
• CNC or fabrication equipment
• Industrial or commercial printers
• LightBurn, RDWorks, EZCAD, or similar software
• Basic mechanical or electrical troubleshooting
• Replacing components (laser tubes, power supplies, mirrors, lenses, belts, etc.)

Hands-on technical knowledge is a strong advantage.

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What We’re Looking For

• Prior experience in Customer Support (BPO experience is a plus)
• Strong problem-solving and analytical skills
• Excellent written and verbal communication
• Ability to explain technical processes in a simple, customer-friendly way
• Familiarity with CRM tools such as Zendesk or Salesforce
• Calm and composed under pressure
• At least a high school diploma (Technical/Vocational background preferred)

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Work Setup & Schedule

• Start as WFH but will switch to onsite later on or just even hybrid setup
• Rotating shifts, including weekends and holidays, depending on business demand

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What’s in It for You

• Competitive base salary with performance incentives
• Government-mandated benefits and health insurance
• Career advancement opportunities in technical and operations roles
• A collaborative work culture that values expertise and innovation