Customer Service Representative

Location: Houston, TX
Duration: 12 Months
Work Mode: 100% Remote

Responsibilities:

• Provide application support to both internal teams and external customers.
• Contribute subject matter expertise to ensure customer satisfaction and organizational success.
• Maintain performance standards and represent the company.
• Demonstrate solid knowledge of applications, products, and services.
• Provide support and troubleshooting of applications via telephone, live online chat, and email.
• Demonstrate strong analytical skills to identify the origin/cause, initiate research, and respond promptly to cases.
• Effectively communicate with internal and external clients and record concise documentation of cases.
• Work cross-functionally to proactively resolve specialized, procedural, and operational issues; escalate cases requiring additional expertise.
• Apply troubleshooting methodologies to drive escalated issues to closure both independently and in a team environment.
• Deliver timely responses to business owners, stakeholders, and users on issue status and resolution.
• Contribute to team knowledge sharing, meetings, and documentation to reduce recurring issues and inquiries.
• Perform other duties as assigned by the supervisor.

Requirements:

• Minimum high school education or equivalent, bachelor’s degree preferred.
• Experience troubleshooting product issues and reporting them via phone/e-mail/chat.
• Experience working cross-functionally to resolve technical, procedural, or operational issues.
• Experience working collaboratively with individuals at all levels of the organization.
• Experience executing short and long-term plans.
• Experience training internal and external customers to mitigate recurring requests for help.
• Proficiency in CRM applications, e.g., Salesforce, and Microsoft Office Suite (Word, Excel, PowerPoint, Outlook).

Preferred Skills:

• Analytical skills.
• Interpersonal and collaborative skills.
• Problem-solving and decision-making skills.
• Written and verbal communication skills.
• Prioritization, multitasking, and organizational skills.
• Conflict resolution skills.