Offsite Customer Service Associate

GlideFast Consulting, a division of Apex Systems, is an Elite ServiceNow Partner that specializes in delivering exceptional solutions on the ServiceNow platform. We pride ourselves on offering industry-leading services, unparalleled expertise, and a track record of positive customer reviews. Our extensive experience in ServiceNow, combined with our unwavering commitment to customer success, sets us apart from our competitors and enables us to deliver successful outcomes for every client. Whether it's our deep platform knowledge, process-driven standardization, or innovative approach, we are dedicated to providing our customers with the best possible experience. ServiceNow Elite Sales, Services and Technology Partner Authorized ServiceNow Training Partner.

About The Role

As an Offsite Customer Service Associate in our Customer Support department, you will play a key role in delivering top-notch support to our customers, all from the convenience of a remote setup. This full-time, hourly position requires strong English communication skills and a genuine passion for helping people. You will be the voice of our company, addressing customer inquiries, resolving issues, and ensuring overall satisfaction.

What You'll Do

• Respond to customer inquiries via email, chat, or phone in a professional and timely manner.
• Provide accurate information about products, services, and policies.
• Troubleshoot and resolve customer issues by identifying the root cause and offering appropriate solutions.
• Escalate complex cases to the appropriate department or supervisor when necessary.
• Document customer interactions and maintain detailed records in our customer management system.
• Proactively follow up with customers to ensure their issues have been fully resolved.
• Collaborate with team members and contribute to improving support processes.
• Consistently meet or exceed performance metrics, including response time, resolution rate, and customer satisfaction.

Qualifications

• Proficient English communication skills, both written and verbal.
• Previous experience in customer service or a related field is preferred.
• Ability to work independently and manage your time in a remote environment.
• Strong problem-solving skills and the ability to think quickly on your feet.
• Familiarity with customer support tools such as ticketing systems or CRMs is a plus.
• A reliable internet connection and a quiet workspace to handle customer interactions.
• Empathy, patience, and a customer-first attitude.
• Flexibility to work varied shifts, including weekends or evenings, if needed.