Customer Support Representative

We are looking for an experienced Customer Support Representative with a strong background in software or SaaS customer support. This role requires someone who can independently manage live chat conversations, understand a relatively complex software product, resolve customer issues accurately, and take full ownership of the customer experience.

Location: Remote

Working Hours: 2:00 PM – 11:00 PM NPT (UK Time Zone)

Responsibilities of the Candidate:

• Manage customer support conversations from initial inquiry through resolution.
• Respond promptly to live-chat inquiries and maintain reliable support coverage.
• Take ownership of customer issues and provide accurate, complete solutions.
• Ensure conversations are properly resolved and closed while maintaining a manageable support queue.
• Develop strong knowledge of the software platform and explain features clearly to customers.
• Troubleshoot product and software-related issues independently.
• Support new customers through onboarding, product setup, and configuration sessions.
• Assist with campaign setup or implementation where required.
• Identify potential sales opportunities and route qualified prospects to appropriate demos or sales conversations.
• Conduct product demos or customer Q&A calls when required.
• Identify recurring customer issues and recommend improvements to support processes.
• Create and share product knowledge that improves the effectiveness of the wider support team.
• Collaborate with internal teams to escalate technical issues and improve the overall customer experience.
• Work independently and maintain reliable communication across different time zones.

Requirements:

• Minimum 2+ years of relevant customer support experience, preferably supporting SaaS, software, automation, or other technical products.
• Proven experience handling live chat and online customer support.
• Strong technical aptitude with the ability to learn complex software independently.
• Excellent written and verbal English communication skills.
• Strong troubleshooting and problem-solving abilities.
• Ability to take ownership of customer issues through resolution.
• Experience with customer onboarding, product walkthroughs, or software demonstrations is preferred.
• Comfortable recognizing potential sales opportunities during customer conversations.
• Strong organizational and queue-management skills.
• Proactive and capable of working independently with minimal supervision.
• Ability to communicate effectively with customers and internal teams across different time zones.

To Apply: Please send your updated CV to job@talentsathi.com. Qualified candidates will be contacted for the next stage of the recruitment process.