Monitor and manage Level 1 support requests during your assigned coverage hours.
Respond to customer questions through chat, email, phone, and screen-sharing sessions.
Troubleshoot software, account, workflow, and usage-related questions.
Help customers understand how to use the product in clear, simple language.
Escalate complex issues to Level 2, product, data, or technical teams when needed.
Process account changes, upgrades, downgrades, and general company inquiries when assigned.
Maintain clear, empathetic, and accurate written communication.
Stay engaged during the shift and contribute to team check-ins, handoffs, and support coverage.

Full professional English fluency, both written and verbal.
Prior customer support, help desk, BPO, SaaS, software, or technical support experience.
Strong written communication with excellent grammar, clarity, and attention to detail.
Patience and empathy when supporting users with different levels of technical confidence.
Ability to simplify software questions and explain steps clearly.
Comfort working with support tools such as Intercom, HubSpot, Zendesk, Freshdesk, or similar systems.
Strong organization, time management, follow-through, and prioritization.
Ability to work independently from home while staying active in team communication.
Reliable remote-work setup and stable internet.

CX Support Agent – Level 1

Key skills