Customer Support Specialist (Non-Voice)

1 hour, 16 minutes ago
Full-time
Junior
Customer and Technical Support
NeoWork

NeoWork

NeoWork provides offshoring, nearshoring, and outsourcing solutions to help businesses hire top global talent and enhance their operational capabilities across various fields, including software engineering, data science, and support services.

Professional Services
51-250
Founded 2017

Description

  • Manage inbound customer inquiries via email and live chat using Gorgias.
  • Guide customers through structured troubleshooting for hardware products.
  • Handle warranty eligibility checks, serial number validation, and replacement workflows.
  • Process logistics updates, including address verification and shipment coordination.
  • Review AI-assisted responses, make adjustments when needed, and escalate complex cases.
  • Maintain clear and accurate documentation within ticketing systems.
  • Collaborate with internal CX teams to improve macros and support workflows.
  • Identify recurring customer issues and flag patterns for process improvements.
  • Maintain quality and response speed during peak seasonal demand surges.

Requirements

  • 2+ years of customer support experience, preferably with D2C or eCommerce brands.
  • Hands-on experience with Gorgias is strongly preferred, or experience with Zendesk, Freshdesk, or similar tools.
  • Experience supporting hardware or technical consumer products.
  • Strong written English with a clear, empathetic, and confident tone.
  • Ability to follow structured diagnostic and troubleshooting processes.
  • High attention to detail for warranty, replacement, and operational workflows.
  • Comfortable working in AI-assisted support environments.
  • Ability to learn quickly through Knowledge Centers and live training sessions.
  • Calm and organized under pressure during high-volume periods.
  • Proactive mindset with a focus on continuous improvement.

Benefits

  • Comprehensive training provided regardless of prior customer support experience.
  • Health insurance for contractors.
  • Monthly gym stipend for physical wellness.
  • Paid time off (PTO).
  • Holiday extra pay month.
  • 100% home-based role with potential flexibility in US-aligned business hours.
  • Mental health days to support employee well-being.
  • Performance-based incentives plus annual review and appraisal process.
  • Opportunities for professional growth and advancement.

Interested in this position?

Apply directly on the company website

Apply Now

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