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Job Summary

• Progressive Technology is expanding its global support team and is looking for empathetic, tech‑savvy Customer Service Representatives who can deliver fast, friendly, and accurate assistance to our users across channels (chat, email, voice, and social). This is a fully remote, full‑time opportunity open to qualified candidates worldwide. You will troubleshoot common product issues, educate customers, capture feedback, and be the voice of our brand.
• Key Responsibilities
• * Serve as the first point of contact for customers via chat, email, phone, and social platforms.
• * Diagnose and resolve product, billing, order, and account-related queries within defined SLAs.
• * Escalate complex tickets to Tier 2/Technical Support with complete, clean documentation.
• * Maintain meticulous, real-time case notes in our CRM (e.g., Zendesk, Freshdesk, Salesforce Service Cloud).
• * Proactively spot patterns in issues and raise them as bugs, process gaps, or knowledge base needs.
• * Follow and improve SOPs, macros, and playbooks to drive consistency and efficiency.
• * Contribute to self-service content (FAQs, help-center articles, canned responses).
• * Track and meet KPIs: CSAT, FCR, AHT, quality audit scores, and schedule adherence.
• * Collaborate cross-functionally with Product, Engineering, and Operations to advocate for customers.
• * Uphold data privacy, security, and compliance standards (e.g., GDPR, CCPA) in every interaction.
• Required Skills and Qualifications
• * Excellent written and verbal communication in English (additional languages are a strong plus).
• * Proven ability to simplify complex information and communicate with empathy.
• * Strong problem-solving and ticket-triaging skills with sound judgment.
• * Comfortable multi-tasking across tools, tabs, and channels in a fast-paced environment.
• * Solid typing speed and accuracy (minimum 45 WPM recommended).
• * Proficiency with modern CX tools (any of: Zendesk, Freshdesk, Intercom, Salesforce, Gorgias, HubSpot).
• * Reliable high-speed internet and a distraction-free workspace.
• * Ability to work in rotational shifts, including weekends or holidays, if required.
• Experience
• * 1–3 years in customer support, contact center, or client-facing roles (SaaS, e-commerce, fintech, or telecom experience is a plus).
• * Freshers with outstanding communication skills and demonstrable customer orientation are encouraged to apply.
• * Experience working remotely with globally distributed teams is advantageous.
• Working Hours
• * Full-time (40 hours/week) with flexible schedules to cover global time zones.
• * Rotational shifts may include evenings, nights, weekends, and regional public holidays.
• * Overtime or surge support may be requested during product launches or high-demand periods (compensated as per policy).
• Knowledge, Skills, and Abilities
• * Customer-first mindset with high emotional intelligence.
• * Ability to de-escalate tense situations and turn detractors into promoters.
• * Detail-oriented, process-driven, and metrics-aware.
• * Quick learner with the ability to navigate new tools, features, and processes.
• * Familiarity with SLA-driven environments and quality frameworks.
• * Basic understanding of ticket categorization, tagging, and reporting.
• * Comfortable working independently with minimal supervision and strong accountability.
• Benefits
• * 100% remote work from anywhere.
• * Competitive compensation with performance-based incentives.
• * Health insurance or stipend (region-dependent).
• * Paid time off, wellness days, and local holiday swaps.
• * Home office/technology stipend (as per policy).
• * Learning & development budget, certifications, and career progression pathways (Support → QA/Training → CX Ops/Success/Product).
• * Inclusive, diverse, and transparent culture.
• Why Join Progressive Technology
• * Be part of a fast-growing, product-driven company that puts customers at the center.
• * Work with a global, collaborative team that values autonomy, outcomes, and continuous imp

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