[Hiring] Customer Support Agent @FloWater

Role Description

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, including dispatching service requests when needed.
• 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 the appropriate team members when necessary.
• Manage freight and logistics coordination, including working with 3PLC warehouses, LTL freight partners, and small-parcel shipments.
• Audit and validate data in NetSuite to ensure accuracy in reporting and customer records.

Qualifications

• 1-3 years in operations coordination, account management, customer support, or a related logistics role.
• 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 ability to professionally support and assist both new and existing customers.
• Effective time management, multitasking, and adaptability in a fast-paced environment.
• Strong cross-functional communication skills to work seamlessly with customers and internal teams.
• Ability to interpret and resolve third-party technician inquiries related to FloWater equipment, service, and repairs.
• A solutions-oriented mindset with the ability to handle unexpected challenges.
• Experience working with hardware products and services is a plus.
• Must be able to travel to U.S. on occasion.

Requirements

• Applications and resumes must be submitted in English, as this role requires strong written and verbal English communication skills.

Benefits

• This is a contractor position, with compensation ranging from $1,600 to $1,800 per month depending on experience.
• The role includes a $150/month healthcare stipend.
• 12 days of paid time off annually.
• All U.S. holidays observed by onshore FloWater employees.