Customer Support Representative

What This Job Is
After we hand a new workflow over, the client's staff still have questions for a few weeks: why a request was sent back, who approves what, where a report went. The Customer Support Representative answers those questions, sorts out the simple ones and sends the rest to the right consultant with everything they need. Full-time and remote, anywhere in the U.S.

Day to Day

1. Answer client users by email, chat and phone during the weeks after a handover;
2. Walk users through forms, approval steps and reports;
3. Log every question and spot the ones that keep coming back;
4. Pass technical problems to consultants with screenshots and the record involved;
5. Update FAQs and short how-to guides for each client.

What We're Looking for

• Some experience in customer service, a help desk or a call center (internships are fine)
• Clear writing for short, friendly support replies
• Microsoft 365 or Google Workspace
• A ticketing system such as Zendesk, Freshdesk or Jira Service Management (bonus)
• Experience supporting business software users (bonus)

What's in it for You
On the benefits side: remote, full-time, anywhere in the United States; paid time off, sick days and federal holidays; health insurance (dental and vision included) starting month one; matched 401(k); money for courses and exams each year; and laptop and home office equipment, paid by us.
ResolveOps is a consulting firm in Chicago. Our assignments are written down and agreed before anyone starts, and each one ends with operating instructions for the client.
ResolveOps provides equal employment opportunity. We consider all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status or any other protected characteristic.
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