Customer Service Representative

Ovii's Interpretation of the Role

We are looking for a remote Customer Service Representative to handle phone, email, chat, and ticket inquiries for a U.S.-based client. The role requires fast, professional, and empathetic support while managing high ticket volumes and maintaining accurate documentation.

Role Snapshot

• Remote customer support
• Phone, email, chat handling
• Ticket management (Zendesk, Freshdesk, Salesforce)
• High‑volume inquiry resolution
• Knowledge‑base upkeep
• Collaboration with ops & product teams

Must-Have Requirements

• Customer service experience (1–2 years)
• Ticketing platform experience (Zendesk, Freshdesk, Salesforce Service Cloud)
• Strong English written and verbal communication
• Multitasking and organizational abilities
• Proficiency with Google Workspace or Microsoft Office
• Reliable internet connection and professional remote setup
• Customer service
• Ticketing platform usage
• Must have reliable internet connection and professional remote work setup

Nice-to-Have Signals

• Experience supporting U.S.-based customers
• Background in SaaS, e‑commerce, healthcare, or finance
• Familiarity with live‑chat systems and support automation tools
• Multilingual communication
• U.S. customer support
• SaaS/e‑commerce/healthcare/finance background

Work Setup

• Location: Panama, Panama
• Work mode: REMOTE
• Remote scope: COUNTRY_RESTRICTED
• Remote countries: Panama
• Timezone: U.S. client business hours
• Employment type: Full-Time

Not Specified in JD

• Salary range
• Visa sponsorship
• Travel requirement
• Security clearance
• Shift requirement

What You'll Likely Work On

• Handle inbound customer inquiries across phone, email, chat, and ticketing system
• Resolve issues quickly while maintaining professionalism and empathy
• Troubleshoot common concerns and escalate complex cases
• Prioritize and manage tickets in Zendesk, Freshdesk, or Salesforce Service Cloud per SLA
• Document interactions clearly and keep knowledge bases up to date
• Create and refine response templates and support macros
• Capture feedback, identify recurring issues, and suggest process improvements
• Collaborate with operations, product, billing, and technical teams for escalations

Good Fit If You Have

• Experience supporting U.S. customers
• Background in SaaS, e‑commerce, healthcare, or finance
• Familiarity with live‑chat automation tools
• Multilingual communication is a plus