Remote Call Center Customer Service Representative / Help Desk Support (Day & Night shift)

About the role We are seeking a Customer Service Representative who will also provide first‑level technical support in a fast‑paced call‑center environment. The position covers both day and night shifts and requires handling inbound inquiries, troubleshooting issues, and maintaining accurate records in our CRM system. Key responsibilities Answer incoming calls and chat requests promptly, delivering courteous and effective service. Diagnose and resolve basic technical problems, escalating complex cases to the appropriate team. Document all interactions and updates accurately in the company CRM. Follow established scripts and service level agreements to meet performance targets. Identify recurring issues and suggest process improvements to enhance customer experience. Maintain up‑to‑date knowledge of products, services, and support tools. Participate in shift handovers and share critical information with teammates. Required qualifications High school diploma or equivalent; some college coursework preferred. Strong verbal and written communication skills. Basic proficiency with CRM platforms and ticketing systems. Ability to troubleshoot common hardware, software, and connectivity problems. Excellent interpersonal skills and a customer‑focused attitude. Availability to work rotating day and night shifts, including weekends. Nice to have Previous experience (0–1 year) in a call‑center or help‑desk role. Familiarity with Windows, macOS, and mobile operating systems. Certification such as CompTIA A+ or ITIL Foundation. Experience with multi‑channel support (phone, email, chat).