Freelance Customer Service Representative

WorkGenius Group is seeking a Freelance Customer Service Representative to manage inbound inquiries for the Better Connect hotline. The role involves providing real-time troubleshooting support, resolving support tickets, and documenting recurring issues to enhance platform improvements.

Responsibilities:

• Serve as the first point of contact for the Better Connect hotline, managing inbound inquiries with a focus on high-quality resolution
• Provide real-time troubleshooting and 'walk-through' support, translating technical workflows into simple, actionable steps for non-technical professional users
• Efficiently resolve support tickets using CRM tools, ensuring all communications meet professional standards
• Document, categorize, and log recurring issues to provide the business with actionable insights for platform improvements
• Identify and escalate complex technical bugs or policy exceptions to the appropriate internal partners

Requirements:

• 2+ years of experience in technical customer support, hotline management, or a B2B service environment
• Exceptional verbal communication skills, with a proven ability to remain patient and empathetic when assisting users
• Strong aptitude for navigating software platforms and explaining 'how-to' steps over the phone
• Experience working with CRM or ticketing systems (e.g., Salesforce, ServiceNow, Zendesk)
• A 'customer-first' mindset with the ability to provide premium, white-glove service