Customer Support Executive

Role Overview

Casa 18 is seeking a part-time remote Customer Support Executive responsible for delivering prompt and efficient assistance to customers through email, chat, and phone. Key duties involve managing customer inquiries, resolving basic technical problems, guiding users on product features, and maintaining accurate records of support requests. The role also requires escalating complex issues to relevant departments and ensuring follow-up until resolution, enhancing overall customer satisfaction.

Responsibilities

• Respond promptly to customer questions via multiple communication channels.
• Troubleshoot and resolve elementary technical difficulties.
• Guide customers through understanding and utilizing product features.
• Log and monitor support tickets; escalate advanced issues appropriately.
• Follow up with customers to confirm resolution and satisfaction.
• Document frequently encountered problems and help develop FAQ and support content.
• Provide feedback to refine customer support processes and improve service quality.
• Adapt to flexible work schedules, including possible evening or weekend shifts per business needs.

Qualifications

• Demonstrated ability to deliver excellent customer service with clear, empathetic communication.
• Strong interpersonal capabilities for building trust, handling challenging interactions, and collaborating with internal teams.
• Basic technical proficiency to troubleshoot issues and communicate solutions effectively to non-technical customers.
• Good analytical skills to identify common issues, prioritize workload, and recommend process improvements.
• Proficient written and verbal English communication skills with strong attention to detail and professionalism.
• Self-motivated and capable of working independently in a remote setting, managing time and support tools effectively.
• Previous customer service, call center, or SaaS support experience preferred but not compulsory.
• Minimum education: High school diploma or equivalent; supplementary education in communication, business, or IT is beneficial.