Customer Service Representative

**Job Title**: Customer Service Representative (CSR)
**Position Type**: Full-Time, Remote
**Working Hours**: U.S. client business hours (with flexibility for evenings/weekends depending on client support needs.
**About the Role**:
**Responsibilities**:Customer Interaction & Resolution**:
- Handle 50-100 daily tickets via Zendesk, Freshdesk, Salesforce Service Cloud, or Help Scout.
- Resolve issues on the first touch whenever possible; escalate complex cases to Tier 2 or technical teams.
**Knowledge Management**:
- Update internal knowledge bases and FAQs with common solutions.
- Create and maintain response macros and templates to improve efficiency.
**Ticket Management**:
- Prioritize cases by urgency and SLA requirements.
- Document all interactions in the ticketing system with complete notes.
- Track and monitor open tickets to ensure closure within SLA.
**Customer Satisfaction & Feedback**:
- Maintain professional, empathetic communicati...