Remote Customer Support Representative

Role Overview

The Customer Support Agent is the first point of contact for the client, responsible for delivering a high-quality, responsive support experience across chat, email, and phone channels. The role combines strong communication skills with a practical ability to diagnose and resolve technical issues, ensuring customers receive clear and helpful guidance at every stage of their journey.

The postholder works within the Customer Support team and contributes to the wider organisation by surfacing customer feedback, supporting process improvements, and maintaining accurate records across all interactions.

Key Responsibilities

Customer Support

• Respond to customer enquiries promptly and professionally via chat, email, and phone.
• Troubleshoot technical issues and guide customers through to resolution with clear, step-by-step instructions.
• Communicate in a friendly, human way that reflects the customer's brand and values.
• Manage multiple conversations simultaneously while maintaining consistent quality and tone.

Technical Troubleshooting

• Diagnose customer issues quickly and accurately, drawing on product knowledge and available diagnostic tools.
• Reproduce issues where applicable to aid investigation and resolution.
• Escalate bugs or complex cases to the appropriate team with detailed, well-structured notes to support efficient resolution.

Product Knowledge

• Develop and maintain a thorough understanding of client’s products and features.
• Stay up to date with new releases, product changes, and known issues.
• Educate customers on product best practices to help them get the most from their experience.

Documentation and Process

• Record all customer interactions accurately within the CRM system.
• Contribute to the development and maintenance of support documentation, FAQs, and knowledge base content.
• Follow established support workflows, service level agreements, and escalation procedures consistently.

Cross-team Collaboration

• Share customer feedback and recurring issues with the wider support team and relevant internal stakeholders.
• Contribute to initiatives that improve the overall customer experience, including process improvements and self-service content.

Person Specification

Experience

• One to three years of experience in a customer service or technical support role.
• Experience working with support platforms, CRM systems, or ticketing tools is advantageous.

Skills and Attributes

• Strong written and verbal communication skills, with the ability to explain technical concepts in plain, accessible language.
• Able to troubleshoot software issues methodically and with confidence.
• Comfortable managing multiple tasks and conversations at once, with effective time management.
• Collaborative and team-oriented, with a willingness to share knowledge and contribute to process improvement.
• Customer-first mindset with a calm, professional approach to challenging interactions.