(English C1) Customer Support Consultant, short-term (remote)

North Macedonia·SkopjeRemoteContractmid

Other

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Quick Summary

Key Responsibilities

Provide prompt and accurate support to users by resolving tickets in line with project-specific procedures and quality expectations; Follow all guidelines related to tone, accuracy, escalation paths,

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Responsibilities

~1 min read

→Provide prompt and accurate support to users by resolving tickets in line with project-specific procedures and quality expectations;
→Follow all guidelines related to tone, accuracy, escalation paths, and ticket categorization as outlined in the SOP;
→Document all user interactions clearly and professionally within the designated support platform;
→Perform daily supplemental tasks as assigned to support operational excellence (e.g., knowledge review, internal communications, task reporting);
→Maintain a strong understanding of project workflows, updates, and service goals;
→Strive to meet or exceed individual KPIs and project metrics consistently;
→Reach out to the Team Lead regularly when facing difficulties understanding procedures or handling specific tickets;
→Communicate openly about availability, workload, and schedule-related concerns;
→Proactively contribute to a positive and supportive team culture;
→Follow the assigned shift schedule as distributed by the Team Lead;
→Submit any schedule-related requests (e.g., shift swaps) directly to the Team Lead for review and approval.

Requirements

~1 min read

Excellent written and verbal communication skills in English (C1);
Strong attention to detail and commitment to delivering high-quality support;
Ability to work independently while following established procedures and service expectations;
Reliability in meeting shift schedules and deadlines;
Proactive attitude toward learning and continuous improvement;
Flexibility and adaptability to process, software, and expectation changes;
Previous customer service (email-based) experience;
Previous Zendesk experience;
Previous experience working with KPIs and expectations;
Ability to resolve 80–100 tickets per shift;
An Android or Apple device (a smartphone works), required for signing into accounts.