Customer Support Agent

🕒 March 17

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Sozoroad

WebsiteLinkedInAll Job Openings

1 - 10 employees

Founded 2017

🤝 B2B

🏢 Enterprise

🔒 Cybersecurity

B2B • Enterprise • Cybersecurity

Sozoroad is a digital transformation consulting firm that helps organizations turn operational gaps into scalable frameworks by aligning strategy, processes, and technology. It provides advisory and implementation services including cloud adoption and migration, customer experience optimization, cybersecurity assessments and training, and technology transformation for city offices, local municipalities, government teams, and small businesses. Sozoroad follows a discovery, planning, and launch process and offers consultations to help clients modernize operations and improve efficiency.

📋 Description

• Handle customer inquiries via email and live chat in a timely and professional manner. • Respond to inquiries, requests, and concerns with clarity and empathy. • Troubleshoot and resolve basic issues, escalating complex cases when necessary. • Maintain accurate documentation of interactions in CRM or ticketing systems. • Manage multiple conversations while maintaining quality and response standards. • Follow client-specific SOPs, workflows, and communication guidelines. • Collaborate with internal teams to ensure timely resolution of customer concerns. • Uphold service quality, response time, and customer satisfaction expectations.

🎯 Requirements

• Excellent written English skills, including grammar, clarity, and professional tone. • Strong typing speed and ability to multitask across multiple email and chat conversations. • Proven experience in customer support, preferably in an e-commerce or non-voice role. • Familiarity with e-commerce platforms such as Shopify is preferred but not required. • Experience using helpdesk tools (e.g., Gorgias, Zendesk, Freshdesk) is an advantage. • Customer-first mindset with strong empathy and problem ownership. • Ability to follow policies and SOPs while maintaining a positive customer experience. • Strong attention to detail and accurate documentation skills. • Reliable attendance and commitment to a full-time schedule. • Previous BPO or Virtual Assistance experience is a plus, but not mandatory. • A bachelor's degree in Business Administration, Business Management, or a related field is not required, but preferred. Equivalent experience will also be considered. • Adaptability to work within Eastern Standard Time (EST) for efficient collaboration, if you were to support Sozoroad directly. • Willingness to work flexible hours and adapt to team needs, if you were to be deployed elsewhere.

🏖️ Benefits

• Competitive Compensation: Your contribution will be recognized and compensated appropriately. • Opportunities for Growth: Your professional journey will find numerous avenues for growth within our structure. • Structured Part-Time Role: Benefit from a part-time role tailored to respect your other commitments. • Remote Work Benefits: Work from a comfortable location, free from the constraints of a daily commute. • Continuous Learning: Engage in diverse learning opportunities to enhance and expand your skill set. • Performance Recognition: Achievements, both big and small, are recognized and celebrated.