Customer Support Specialist

🚨 IMPORTANT WATCH THIS QUICK LOOM VIDEO ON HOW TO GET HIREDhttps://www.loom.com/share/345f776084e642ba99c24aabe40a67a0C1 ENGLISH LEVEL IS REQUIRED. THE SELECTED CANDIDATE WILL BE SPEAKING STRICTLY IN ENGLISH DURING THEIR ENTIRE SHIFT.PLEASE SUBMIT YOUR RESUME AND AUDIO RECORDING IN ENGLISHCustomer Support Specialist🆔 Job ID: JOSDEE1🏢 Industry: E-Commerce / Consumer Products / Customer Support🌎 Location: LATAM (Preferred) – Strong English Required🕒 Job Status: Full-Time⏰ Work Schedule: Monday–Friday, 9:00 AM – 5:00 PM PST💰 Salary: $7 – $8 per hour🚀 Target Start Date: ASAPRole OverviewAbout the ClientThe client operates a direct-to-consumer e-commerce business that prioritizes exceptional customer experience and responsive support. Their team assists customers both before and after purchase, answering product questions, helping with availability inquiries, and providing ongoing support. The company values fast response times, strong communication, and service that builds long-term customer trust and brand loyalty. This role supports customers during Pacific Standard Time business hours in a fast-paced, high-volume environment.About the RoleThis position combines pre-purchase guidance with post-purchase customer support. The Customer Support Specialist will handle inbound calls, emails, and voicemails, assist customers in choosing the right product, and provide initial troubleshooting when needed.The role also involves gathering relevant information and escalating technical cases to the service team when necessary. Success in this position requires strong English communication skills, a professional phone presence, attention to detail, and the ability to manage multiple customer conversations while staying organized.Key ResponsibilitiesInbound Calls and Email SupportAnswer inbound customer calls during business hoursRespond to customer emails and maintain an organized inboxMonitor voicemails and prioritize timely callbacksDocument customer conversations and important details for follow-upPre-Purchase Customer Guidance and Sales SupportAnswer product questions, availability inquiries, and policy related concernsHelp customers choose the best option based on their needsDeliver a high-quality support experience that encourages purchasing decisionsMaintain a helpful and professional tone without aggressive sales tacticsPost-Purchase Support and Initial TroubleshootingAssist customers with product usage questions and common issuesGuide customers through basic troubleshooting using scripts and knowledge base materialsGather detailed information before escalating issues to the service teamEscalate cases when technical expertise is requiredIssue Intake and Service HandoffAsk structured questions to fully understand customer concernsDocument symptoms, troubleshooting steps, and order details clearlyRoute service related cases to the appropriate team memberFollow up with customers when updates or callbacks are requiredSystems and Order SupportUse customer support platforms to manage conversations and ticketsAssist with basic order related tasks such as checking order status or placing ordersWork within e-commerce platforms such as Shopify when neededAdapt to new systems as the company transitions platformsQualifications & SkillsMust HaveStrong spoken and written English communication skillsCustomer support experience with regular phone interactionAbility to handle both pre-purchase and post-purchase customer conversationsStrong organizational skills for managing emails, voicemails, and callbacksTechnical curiosity and willingness to learn product troubleshooting processesAttention to detail and proactive communication stylePreferredExperience with Shopify or other e-commerce platformsExperience with customer support tools or CRM systemsFamiliarity with tools such as Rich Panel or AircallExperience in roles where strong customer service contributes to salesPersonality TraitsFriendly and confident communicator who enjoys assisting customersProactive with a strong sense of ownership and accountabilityCurious and willing to learn product details and troubleshooting processesOrganized and reliable with strong follow-throughPositive attitude and calm under pressure in a fast-paced environment