Customer Support Agent

Role Overview

• Manage and resolve customer inquiries through Zendesk while meeting SLA expectations for response times, ticket resolution, and CSAT scores
• Accurately document customer interactions in Zendesk and update records in NetSuite
• Coordinate with technicians and service providers to ensure timely issue resolution
• Communicate efficiently with the Support Team via Slack, email, and Zoom
• Assist with topics such as Refill Station servicing, filter replacements, billing inquiries, and general product information
• Use macros and scripts to provide quick, clear, and professional responses across all communication channels
• Escalate unresolved issues to appropriate team members
• Manage freight and logistics coordination, including working with 3PLC warehouses, LTL freight partners, and small-parcel shipments

Requirements

• At least 1 year of experience in customer service, operations, account management, or logistics
• Strong ability to multitask, prioritize, and collaborate
• High school diploma required; a four-year degree is preferred but not mandatory
• Excellent English language proficiency, both spoken and written
• Experience with NetSuite, Zendesk, and G-Suite is preferred
• Strong cross-functional communication skills

Benefits

• $150/month healthcare stipend
• 12 days of paid time off annually
• All U.S. holidays observed by onshore FloWater employees