Customer Service Representative (Zendesk)

TL;DR

Customer Service Representative (Zendesk): Providing fast, professional, and empathetic customer support through phone, email, live chat, and ticketing systems with an accent on issue resolution, ticket ownership, and clear communication. Focus on troubleshooting customer concerns, managing SLA-driven case queues, de-escalating difficult interactions, and improving support documentation and processes.

Location: Remote from El Salvador, working U.S. business hours.

Company

hirify.global recruits for a growing U.S.-based client that delivers customer support through a remote, KPI-driven environment.

What you will do

• Handle customer inquiries through phone, email, live chat, and support tickets.
• Troubleshoot issues, provide clear solutions, and escalate complex cases when necessary.
• Prioritize tickets according to urgency and SLA requirements while maintaining accurate records.
• Follow up on open cases through resolution and ensure correct categorization and documentation.
• Collaborate with operations, billing, product, and technical teams on escalations.
• Maintain FAQs and knowledge-base content and recommend improvements based on recurring customer issues.

Requirements

• 1–2+ years of experience in customer service, customer support, call center support, or another client-facing role.
• Excellent written and verbal English communication skills.
• Experience with a customer support or ticketing platform such as Zendesk, Freshdesk, Help Scout, or Salesforce Service Cloud.
• Ability to support customers by phone, email, and live chat while managing multiple conversations.
• Strong troubleshooting, organizational, and multitasking skills in a KPI-driven environment.
• Ability to work U.S. business hours and work remotely from El Salvador, with reliable high-speed internet and a professional setup.

Nice to have

• Experience supporting U.S.-based customers.
• Background in SaaS, e-commerce, healthcare, finance, or service-based businesses.
• Experience with high-volume support, automation, live-chat tools, or knowledge bases.
• Multilingual communication skills.

Culture & Benefits

• Fully remote work environment.
• Direct exposure to phone, email, chat, and ticket-based support.
• Collaboration with operations, billing, product, and technical teams.
• Opportunity to develop toward Senior CSR, Customer Success, QA, Team Lead, or Customer Support Operations roles.
• Success is measured through CSAT, FCR, SLA compliance, resolution speed, documentation quality, and quality assurance scores.

Hiring process

• Initial phone screen and video interview with a hirify.global recruiter.
• Practical customer support task followed by a client interview.
• Offer and background verification.
• After applying, complete a self-recorded introductory video through Spark Hire.