Customer Support Agent

A company is looking for a Customer Support Agent to join their Support team.

Key Responsibilities

Respond to customer inquiries via chat and email during 3pm-11pm UTC coverage hours

Troubleshoot customer issues and gather relevant details before escalating to Engineering

Engage with and moderate the user community while contributing to the Knowledge Base

Required Qualifications

2+ years of experience in a customer-facing support role, preferably in a SaaS company

Strong troubleshooting skills and the ability to share actionable details

Ability to remain calm and empathetic with frustrated users

A collaborative and proactive mindset, effective in a remote, async-first environment

Experience supporting AI-powered or analytics products is a plus