Role overview

Qualifications

Bachelor's degree in Business, Communication, or a related field (or equivalent experience)
1–3 years of experience in a customer support, helpdesk, or client service role
Excellent verbal and written communication skills
Strong problem-solving and multitasking abilities

Responsibilities

Respond promptly and professionally to customer inquiries via phone, email, chat, or ticketing systems
Diagnose and resolve product or service issues in a timely manner
Maintain a high level of product knowledge to provide accurate and effective support
Document customer interactions, feedback, and resolutions in the CRM system

Key facts

Remote from: Georgia (USA)
Full time
Mid-level (2-5 years)
Customer Support
English

Hard skills

Microsoft Dynamics CRM Customer Experience Improvement Product Knowledge Zendesk Freshdesk Salesforce Intercom Software As A Service (SaaS) System Level Troubleshooting Language Localisation Project Collaboration

Other skills

Communication
Problem Solving
Multitasking
Empathy
Active Listening
Patience
Analytical Thinking
Time Management
Adaptability

About the company

OVA.Work

OVA is the most advanced Automated, Intelligent, intuitive On-boarding platform for Staffing Firms of all sizes. Since 2018, OVA has been raising the bar in the Human Capital Management Software Industry. Headquartered in Alpharetta, Georgia, We allow high-volume employers to create a seamless on-boarding experience with just a few clicks. Our E-boarding and candidate engagement tool will simplify employers Work life, eliminate Manual Processes, paper work, dropouts and delays and helps you keep track of employee progress, allowing new hires to get the most out of the on-boarding experience. Hire 80% faster and reduce your time and cost by 50% and improve the overall experience. We are proud to be the first company to put Powerful, easy to use on-boarding platform into the hands of startups, growing companies and enterprises alike. # New Hire On-board Smart with Technology: • Automated Intro Emails • Easy-Fill web Forms • Paperless, E-Signature-Enabled Processes • Personalized Portals • Track Employee Progress • Easy-to-use Notifications • Schedule Deadlines • Intuitive Dashboard • Centralized Employee Data • Submit Employee Verification Requirements • Payroll Integrations • Fully integrated System Reach us today to learn how ova.work can help you to enhance your New Hire On-boarding process to the next level.

Company details

Company size51 - 200

Links

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Job description

Job Title: Customer Support Specialist

Location: Remote
Department: Customer Service / Support
Reports To: Customer Support Manager

Job Summary:

We are looking for a detail-oriented and empathetic Customer Support Specialist to join our team. The ideal candidate will be responsible for assisting customers with inquiries, resolving issues efficiently, and ensuring a positive customer experience through exceptional service and communication.

Key Responsibilities:

Respond promptly and professionally to customer inquiries via phone, email, chat, or ticketing systems.
Diagnose and resolve product or service issues in a timely manner.
Maintain a high level of product knowledge to provide accurate and effective support.
Escalate complex issues to higher-level support or technical teams as needed.
Document customer interactions, feedback, and resolutions in the CRM system.
Follow up with customers to ensure their issues are fully resolved and satisfaction is achieved.
Collaborate with internal teams (sales, technical, product) to improve customer experience.
Identify recurring customer issues and suggest process improvements.
Meet or exceed individual and team performance metrics (response time, CSAT, resolution rate, etc.).

Required Qualifications:

Bachelor's degree in Business, Communication, or a related field (or equivalent experience).
1–3 years of experience in a customer support, helpdesk, or client service role.
Excellent verbal and written communication skills.
Strong problem-solving and multitasking abilities.
Proficiency with CRM and support tools (e.g., Zendesk, Freshdesk, Salesforce, Intercom).
Ability to remain calm and professional under pressure.
Customer-first attitude with high emotional intelligence and empathy.

Preferred Qualifications:

Experience supporting SaaS or technology-based products.
Familiarity with IT troubleshooting or basic technical support.
Multilingual abilities are a plus.

Key Competencies:

Communication and active listening
Patience and empathy
Analytical thinking and attention to detail
Team collaboration
Time management and adaptability

Work Environment:

Hybrid or remote work options available
Shift flexibility may be required depending on customer location/time zones