NeoWork

Customer Support Specialist – Non-Voice

NeoWork

full-time

Posted on:

Location Type: Remote

Location: Colombia

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About the role

  • Manage inbound customer inquiries via email and live chat using Gorgias
  • Guide customers through structured troubleshooting for hardware products
  • Handle warranty eligibility checks, serial number validation, and replacement workflows
  • Process logistics updates including address verification and shipment coordination
  • Review AI-assisted responses (Sienna AI), adjust when necessary, and escalate complex cases
  • Maintain clear and accurate documentation within ticketing systems
  • Collaborate with internal CX teams to improve macros and workflows
  • Identify recurring issues and proactively flag patterns for process improvement
  • Maintain quality and response speed during peak seasonal surges

Requirements

  • 2+ years of customer support experience, preferably in D2C or eCommerce brands
  • Hands-on experience with Gorgias (strongly preferred) or similar tools such as Zendesk or Freshdesk
  • Experience supporting hardware or technical consumer products
  • Strong written English with a clear, empathetic, and confident tone
  • Ability to follow structured diagnostic and troubleshooting processes
  • High attention to detail for warranty, replacements, and operational workflows
  • Comfortable working in AI-assisted support environments
  • Ability to learn quickly through Knowledge Centers and live training sessions
  • Calm and organized under pressure during high-volume periods
  • Proactive mindset with a focus on continuous improvement
Benefits
  • We provide comprehensive training for all candidates, regardless of their background or previous experience as a CS.
  • We offer health insurance for contractors
  • Monthly gym stipend allowance to support your physical wellness.
  • Paid Time Off (PTO)
  • Holiday Extra Pay Month
  • The work hours generally align with standard business hours in the US, with some potential flexibility depending on the client's needs.
  • This is a 100% home-based position
  • We prioritize the mental health of our team members and offer mental health days to support their well-being.
  • In addition to the base salary, performance-based incentives are provided.
  • There is an annual review and appraisal process in place.
  • There are ample opportunities for professional growth and advancement within the company.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer supporttroubleshootinglogistics updateswarranty eligibility checksserial number validationreplacement workflowsdocumentationprocess improvementAI-assisted support
Soft Skills
strong written Englishempathetic communicationattention to detailcalm under pressureorganizational skillsproactive mindsetability to learn quickly