Group C INC is looking for a Customer Support Representative to join our growing team. You'll be the first point of contact for our customers, helping them solve problems, answer questions, and get the most out of our products. This is a remote role that gives you flexibility while making a real impact on customer satisfaction and retention.

Respond to customer inquiries via email, chat, and phone within established response time targets
Troubleshoot technical and product-related issues by walking customers through solutions step-by-step
Document all customer interactions accurately in our support ticketing system
Identify common problems and suggest improvements to help prevent future issues
Escalate complex or unresolved issues to appropriate team members or departments
Follow up with customers to ensure their problems are fully resolved and they're satisfied
Maintain a professional and helpful tone while handling frustrated or upset customers
Learn our products thoroughly so you can provide accurate information and guidance
Contribute to our knowledge base by documenting solutions and creating helpful resources
Meet or exceed monthly targets for response time, resolution rate, and customer satisfaction scores

1+ year of customer service experience (support, retail, hospitality, or similar role)
Strong written and verbal communication skills
Ability to stay calm and patient when dealing with difficult situations
Reliable internet connection and a quiet space to work from home
Comfortable using multiple software tools and learning new systems quickly
Attention to detail and ability to follow procedures consistently
Availability to work during standard business hours (flexibility with scheduling may be available)

Experience supporting software or SaaS products
Familiarity with ticketing systems or CRM software
Previous experience working on a remote team
Knowledge of our industry or product category

Fully remote position with flexibility to work from home
Competitive health insurance coverage
Paid time off including vacation and sick days
Professional development opportunities and training budget
Collaborative team environment in a growing company
Clear path for advancement into senior support or team lead roles

Customer Support Representative

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About Group C INC