Customer Support Specialist (Job ID: JOSDEE1)

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Customer Support Specialist
🆔 Job ID: JOSDEE1
🏢 Industry: E-Commerce / Consumer Products / Customer Support
🌎 Location: LATAM (Preferred) – Strong English Required
🕒 Job Status: Full-Time
⏰ Work Schedule: Monday–Friday, 9:00 AM – 5:00 PM PST
💰 Salary: $7 – $8 per hour
🚀 Target Start Date: ASAP

Role Overview

About the Client

The client operates a direct-to-consumer e-commerce business that prioritizes exceptional customer experience and responsive support. Their team assists customers both before and after purchase, answering product questions, helping with availability inquiries, and providing ongoing support. The company values fast response times, strong communication, and service that builds long-term customer trust and brand loyalty. This role supports customers during Pacific Standard Time business hours in a fast-paced, high-volume environment.

About the Role

This position combines pre-purchase guidance with post-purchase customer support. The Customer Support Specialist will handle inbound calls, emails, and voicemails, assist customers in choosing the right product, and provide initial troubleshooting when needed.

The role also involves gathering relevant information and escalating technical cases to the service team when necessary. Success in this position requires strong English communication skills, a professional phone presence, attention to detail, and the ability to manage multiple customer conversations while staying organized.

Key Responsibilities

Inbound Calls and Email Support

• Answer inbound customer calls during business hours

• Respond to customer emails and maintain an organized inbox

• Monitor voicemails and prioritize timely callbacks

• Document customer conversations and important details for follow-up

Pre-Purchase Customer Guidance and Sales Support

• Answer product questions, availability inquiries, and policy related concerns

• Help customers choose the best option based on their needs

• Deliver a high-quality support experience that encourages purchasing decisions

• Maintain a helpful and professional tone without aggressive sales tactics

Post-Purchase Support and Initial Troubleshooting

• Assist customers with product usage questions and common issues

• Guide customers through basic troubleshooting using scripts and knowledge base materials

• Gather detailed information before escalating issues to the service team

• Escalate cases when technical expertise is required

Issue Intake and Service Handoff

• Ask structured questions to fully understand customer concerns

• Document symptoms, troubleshooting steps, and order details clearly

• Route service related cases to the appropriate team member

• Follow up with customers when updates or callbacks are required

Systems and Order Support

• Use customer support platforms to manage conversations and tickets

• Assist with basic order related tasks such as checking order status or placing orders

• Work within e-commerce platforms such as Shopify when needed

• Adapt to new systems as the company transitions platforms

Qualifications & Skills

Must Have

• Strong spoken and written English communication skills

• Customer support experience with regular phone interaction

• Ability to handle both pre-purchase and post-purchase customer conversations

• Strong organizational skills for managing emails, voicemails, and callbacks

• Technical curiosity and willingness to learn product troubleshooting processes

• Attention to detail and proactive communication style

Preferred

• Experience with Shopify or other e-commerce platforms

• Experience with customer support tools or CRM systems

• Familiarity with tools such as Rich Panel or Aircall

• Experience in roles where strong customer service contributes to sales

Personality Traits

• Friendly and confident communicator who enjoys assisting customers

• Proactive with a strong sense of ownership and accountability

• Curious and willing to learn product details and troubleshooting processes

• Organized and reliable with strong follow-through

• Positive attitude and calm under pressure in a fast-paced environment