Customer Support Agent – SaaS & VoIP

About the role

We are looking for a Customer Support Agent who will be the first point of contact for users of an AI‑powered cloud business phone system. The role is fully remote and focuses on assisting over 90,000 business users via chat and email, solving SaaS and VoIP‑related issues.

Key responsibilities

• Provide timely support through chat and email, handling account setup, billing, phone number porting, call routing and AI feature queries.
• Troubleshoot technical problems, identify root causes and aim for one‑contact resolution.
• Translate technical information into clear, customer‑friendly explanations.
• Document interactions accurately and maintain up‑to‑date ticket records.
• Collect and share user feedback with product, design and engineering teams.

Required profile

• Minimum 6 months experience in customer support, help desk or contact‑center environments.
• Excellent written English communication skills.
• Strong analytical and troubleshooting mindset with a customer‑first attitude.
• Ability to work independently in a fast‑paced remote setting.

Required skills

• SaaS and cloud‑based platform knowledge.
• VoIP and phone‑system concepts.
• Zendesk (or similar ticketing system) proficiency.
• Experience with CRM or other customer‑support platforms.
• Familiarity with phone‑system integrations and messaging platforms.