Peak Support

E-commerce Customer Experience Representative, Tier I

Peak Support

full-time

Posted on:

Location Type: Remote

Location: United States

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About the role

  • Provide omnichannel support via phone, email, live chat, and Freshdesk ticket management
  • Handle inquiries related to move-in logistics, delivery coordination, order status, account updates, returns, and billing
  • Resolve standard Tier I issues independently using SOPs and knowledge base resources
  • Escalate complex issues to Tier II with clear documentation
  • Maintain detailed and accurate ticket notes, following escalation pathways and communication guidelines
  • Coordinate with internal Operations teams as needed

Requirements

  • Strong emotional intelligence and resilience in high-volume, high-pressure environments
  • Ability to deliver firm, policy-based responses with professionalism and empathy
  • Excellent reading comprehension and attention to detail
  • Technologically literate: confident with Windows 11, Microsoft 365, and CRM/ticketing systems
  • Accurate data entry, documentation, and written communication skills
  • Typing proficiency and ability to multitask across multiple systems
  • Comfortable working in structured, SOP-driven environments
  • Reliable and able to adhere to schedules during peak demand periods
Benefits
  • Work-from-Home PLUS model
  • Positive and encouraging culture in a remote environment
  • Opportunities for growth
  • Exceptional work environment
Applicant Tracking System Keywords

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

Hard Skills & Tools
data entrydocumentationticket managementissue resolutionmultitaskingreading comprehensionattention to detailSOP adherence
Soft Skills
emotional intelligenceresilienceprofessionalismempathy