Support Agent (Freelance, Night Shifts)

📋 Description

• Handle incoming customer inquiries from users worldwide, primarily through email, providing clear
• Meet individual and team performance targets, including First Response Time, Resolution Time, and
• Develop strong knowledge of the platform, its features, and internal support processes to resolve
• Gather relevant information on complex cases and escalate bug reports or other issues to the
• Coordinate refund requests and process transactions through relevant payment systems.
• Identify opportunities to improve customer service workflows, contribute to the creation and

🎯 Requirements

• English proficiency at B1+ level or above, with strong written communication skills for handling
• At least 3 months to 1+ year of experience in customer support, technical support, sales
• Good technical aptitude and the ability to learn digital products, troubleshoot issues, gather
• Experience maintaining internal documentation and working with response templates or macros.
• Strong empathy and a customer-first mindset, with the ability to remain helpful and professional in
• Resilience and the ability to manage a high volume of requests while remaining calm and polite.

🎁 Benefits

• Freelance working arrangement.
• Remote work within the eligible locations.
• A rotating 2/2 schedule, with night shifts from 20:00 to 06:00.
• Initial training lasting two days, followed by two test shifts.
• Opportunities to develop customer support, troubleshooting, and digital product expertise.
• Exposure to an international user base and collaboration with cross-functional teams.