We are looking for an experienced Customer Support Representative with a strong background in software or SaaS customer support. This role requires someone who can independently manage live chat conversations, understand a relatively complex software product, resolve customer issues accurately, and take full ownership of the customer experience.

Location

Remote

Working Hours

2:00 PM – 11:00 PM NPT (UK Time Zone)

Responsibilities of the Candidate

Manage customer support conversations from initial inquiry through resolution.

Respond promptly to live-chat inquiries and maintain reliable support coverage.

Take ownership of customer issues and provide accurate, complete solutions.

Ensure conversations are properly resolved and closed while maintaining a manageable support queue.

Develop strong knowledge of the software platform and explain features clearly to customers.

Troubleshoot product and software-related issues independently.

Support new customers through onboarding, product setup, and configuration sessions.

Assist with campaign setup or implementation where required.

Identify potential sales opportunities and route qualified prospects to appropriate demos or sales conversations.

Conduct product demos or customer Q&A calls when required.

Identify recurring customer issues and recommend improvements to support processes.

Create and share product knowledge that improves the effectiveness of the wider support team.

Collaborate with internal teams to escalate technical issues and improve the overall customer experience.

Work independently and maintain reliable communication across different time zones.

Requirements

Minimum 2+ years of relevant customer support experience, preferably supporting SaaS, software, automation, or other technical products.

Proven experience handling live chat and online customer support.

Strong technical aptitude with the ability to learn complex software independently.

Excellent written and verbal English communication skills.

Strong troubleshooting and problem-solving abilities.

Ability to take ownership of customer issues through resolution.

Experience with customer onboarding, product walkthroughs, or software demonstrations is preferred.

Comfortable recognizing potential sales opportunities during customer conversations.

Strong organizational and queue-management skills.

Proactive and capable of working independently with minimal supervision.

Ability to communicate effectively with customers and internal teams across different time zones.

To Apply: Please send your updated CV to [email protected]. Qualified candidates will be contacted for the next stage of the recruitment process.

Job Specification

Job Type

Full Time

Work Mode

Remote

Level

Mid

Openings

1

Apply Before

2026-09-25

Skills

Software Troubleshooting

Live Chat Support

Customer Onboarding

Customer Success

Technical support

SaaS

Ticket Management

Product Support

View the original posting and apply on SathiJob.