Customer Service Representative

Ovii's Interpretation of the Role

We need a Customer Service Representative to handle high‑volume phone, email, chat, and social tickets for U.S. customers. The role focuses on fast, empathetic issue resolution, knowledge‑base upkeep, and meeting SLA and CSAT targets while working remotely from Colombia.

Role Snapshot

• High‑volume multichannel ticket handling
• First‑contact resolution focus
• Knowledge‑base creation and maintenance
• Collaboration with product and operations teams
• Compliance with GDPR & HIPAA

Must-Have Requirements

• 1–2+ years customer service or call‑center support
• Experience with at least one platform: Zendesk, Freshdesk, Salesforce Service Cloud
• Strong typing and multitasking ability
• Excellent written and verbal English
• Proficiency with Microsoft Office and Google Workspace
• Ability to manage multiple tickets and priorities simultaneously
• Customer service
• Call center support

Nice-to-Have Signals

• Multilingual support experience
• Industry exposure: SaaS, e‑commerce, healthcare, finance
• Experience in KPI‑driven environments
• Familiarity with chatbots or AI‑powered support tools
• SaaS/E‑commerce/Healthcare/Finance industry exposure
• Multilingual support
• SaaS
• E‑commerce
• Healthcare
• Finance

Work Setup

• Location: Colombia
• Work mode: REMOTE
• Remote scope: COUNTRY_RESTRICTED
• Remote countries: Colombia
• Timezone: U.S. Business Hours (flexibility for evenings/weekends)
• Employment type: Full-Time
• Shift: U.S. Business Hours (flexibility for evenings/weekends)

Eligibility Gates

• Background check: Background verification

Application Requirements

• Assessment mentioned

What You'll Likely Work On

• Respond to 50–100 daily tickets across phone, email, chat, and social channels
• Aim for first‑contact resolution and meet SLA targets
• Escalate complex cases to Tier 2 or technical teams
• Document interactions and keep ticket records organized
• Update internal knowledge bases, templates, and macros
• Capture and act on customer feedback (CSAT, NPS)
• Provide insights to product and operations teams to improve experience
• Ensure handling of customer data complies with GDPR and HIPAA

Good Fit If You Have

• Multilingual ability is a plus
• Experience in SaaS, e‑commerce, healthcare, or finance industries
• Familiarity with chatbots or AI‑powered support tools
• Background in KPI‑driven environments