The Hello Team

Customer Support Representative, Freshdesk, Shopify

The Hello Team

full-time

Posted on:

Location Type: Remote

Location: United States

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About the role

  • Manage and resolve customer inquiries through Freshdesk, including WhatsApp and email
  • Serve as the first line of defense for customer support tickets after AI handling
  • Answer inbound phone calls and assist customers with order placement
  • Resolve support tickets efficiently, including basic bot-related issues
  • Use sound judgment to investigate and handle complex customer concerns (e.g., return requests, order issues) before approving or escalating
  • Qualify incoming leads using defined criteria and escalate qualified opportunities to the sales team
  • Perform basic Shopify tasks such as listing updates
  • Maintain accurate records and updates within Freshdesk internal database
  • Collaborate with internal teams to ensure timely and effective issue resolution
  • Perform other tasks related to the position

Requirements

  • Excellent English proficiency (written and spoken)
  • Strong interpersonal and phone communication skills with cross-functional teams and clients
  • Prior experience with Freshdesk is strongly preferred; experience with Zendesk will be considered
  • Experience with Shopify for basic operational tasks; no development skills required
  • Basic to intermediate proficiency in Excel, including data entry and simple tracking
  • Reliable, detail-oriented, with strong problem-solving skills
  • Able to manage multiple inquiries while maintaining accuracy and customer satisfaction
  • Friendly, approachable, and pleasant to work with
  • Excellent Email etiquette
  • Out-of-the-box thinker, reliable, and professional
  • Previous experience in customer service or administrative & operations support roles
  • Proficiency in Microsoft Office (Word, Excel, Outlook)
  • Sound judgment and the capacity to comprehend and execute instructions promptly with minimal supervision
  • Reliable computer (Windows 10 or newer), two monitors, and stable high-speed internet
Benefits
  • 100% remote work
  • Full-time position with 40 hours weekly
  • Great work environment with potential for growth
Applicant Tracking System Keywords

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

Hard Skills & Tools
FreshdeskShopifyExceldata entrycustomer supportticket resolutionorder placementproblem-solvingemail etiquetteMicrosoft Office
Soft Skills
interpersonal skillscommunication skillsdetail-orientedreliablefriendlyapproachableprofessionalout-of-the-box thinkingability to manage multiple inquiriessound judgment