Customer Support Representative – Part-time

Embrace Software Inc

Customer Support Representative ensuring timely resolution of customer needs while enhancing team efficiency. Role involves handling customer inquiries in a remote environment for an EdTech company.

Posted 4/29/2026part-timeRemote • 🇺🇸 United StatesJuniorWebsite

About the role

Key responsibilities & impact

Responds to customer inquiries promptly, patiently and in a clear, friendly, and thoughtful manner
Handles inbound support across multiple channels, including phone, email, and chat, including real-time customer interactions.
Demonstrates proficiency in brand voice, product knowledge, and common issues
Uses product knowledge, critical thinking skills to research and troubleshoot customer issues effectively
Comfortable working with multiple web apps to enter, pull, and assess customer information as well as communicate to customers via voice mail, email, online chat or in-person communication
Demonstrated ability to work as an effective team member and comfortable working autonomously in an ambiguous, fast paced work environment
Consistently exhibit excellent written and verbal communication skills with customer and internal team members including a clear, professional, and easy-to-understand speaking voice.
Maintain excellent attention to detail when following and helping to maintain customer support documentation and procedures
Assist with outbound customer outreach and special projects as needed
Resolves high-volume requests with speed and accuracy.
Contributes to improving support efficiency by identifying common issues, suggesting updates, and helping maintain accurate knowledge base content.

Requirements

What you’ll need

High school diploma or equivalent required, preferably a bachelor's degree or additional education or training a plus
At least 1 or more years of customer service experience, preferably supporting software or SaaS solutions
Knowledge of Freshdesk or similar ticketing systems preferred
Comfortable using multiple web-based systems simultaneously
Familiarity with AI-assisted tools for response drafting, ticket tagging, or knowledge retrieval a plus.
Comfortable Knowledge of customer services ethics, principles, and procedures
Proficiency in administrative and documentation procedures
Reliable, with strong time management and accountability

Benefits

Comp & perks

Opportunities for career advancement and professional development.
Experience collaborating with a diverse, global team within a remote work setting.

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

customer servicetroubleshootingadministrative proceduresdocumentation procedurescritical thinkingresponse draftingticket taggingknowledge retrieval

Soft Skills

communication skillsattention to detailteamworkautonomytime managementaccountabilityproblem-solvingpatienceprofessionalismadaptability

Certifications

high school diplomabachelor's degree