RRemoteville

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Customer Support Operations Consultant

Skills
Software As A ServiceContextDashboardsDocumentationField OperationsIT EscalationRemote Operations
Role

What the job involves

The main requirements, responsibilities and hiring steps.

Requirements

  • 2+ years of experience in customer support operations or a similar ticket-based role
  • Strong experience with Jira Zendesk Salesforce Service Cloud Freshdesk Linear or similar systems
  • Excellent written communication and documentation skills
  • High attention to detail and strong task organization
  • Comfortable following SOPs and checklists
  • Able to distinguish routine issues from escalation-worthy issues
  • Comfortable with technical or semi-technical products
  • Able to ramp quickly in a fast-moving environment
  • Strong ownership mindset with consistent follow-up

Nice to have

  • Robotics experience
  • IoT experience
  • SaaS experience
  • Retail technology
  • Logistics technology
  • Hardware/software support
  • Remote operations
  • Fleet operations
  • Startup comfort
  • Ambiguity tolerance

Day to day

  • Triage and manage customer support tickets in Jira or other internal systems, following defined workflows and SOPs
  • Review customer requests, internal notes, and system information to determine the right next steps with speed and accuracy
  • Coordinate follow-up across internal teams and keep each ticket documented, organized, and moving toward resolution