Location:
Remote (India-based, Eastern Timezone)
Employment Type:
Full-time
Department:
Customer Success/Support
Company Overview
We are seeking a dynamic and customer-focused Remote Customer Service Engagement Agent to join our growing team. This role offers the opportunity to work with a global customer base while maintaining work-life balance through remote work flexibility.Position SummaryThe Remote Customer Service Engagement Agent will serve as the primary point of contact for our customers, delivering exceptional support through multiple channels including phone, email, chat, video calls, and virtual webinars. This role requires a proactive individual who can build strong customer relationships while resolving inquiries efficiently and professionally.Key ResponsibilitiesCustomer Support & Communication
- Handle inbound customer calls, emails, and chat inquiries with professionalism and empathy
- Manage and resolve customer support tickets within defined SLA timeframes
- Conduct one-on-one video calls with customers for technical support and account assistance
- Provide product demonstrations and troubleshooting via screen sharing sessions
Virtual Engagement & Training
- Host and facilitate virtual webinars for customer onboarding and product training
- Create and deliver engaging presentations to groups of 10-100+ participants
- Manage webinar platforms, including setup, registration, and post-event follow-up
- Develop webinar content and materials in collaboration with product and marketing teams
Customer Success Activities
- Proactively reach out to customers to ensure satisfaction and identify upselling opportunities
- Maintain detailed customer interaction records in CRM systems
- Escalate complex issues to appropriate teams while maintaining customer communication
- Gather customer feedback and relay insights to product development teams
Administrative & Reporting
- Track and report on key performance metrics (response time, resolution rate, customer satisfaction)
- Maintain up-to-date knowledge of product features, policies, and procedures
- Participate in team meetings and training sessions during Eastern Timezone hours
Required Qualifications
Experience & Skills
- Minimum 2-3 years of customer service or customer success experience
- Proven experience conducting virtual webinars, online presentations, or training sessions
- Strong experience with video conferencing tools (Zoom, Microsoft Teams, Google Meet, etc.)
- Demonstrated ability to handle high-volume customer calls and tickets
- Experience with CRM systems (Salesforce, HubSpot, Zendesk, or similar)
- Proficiency in ticketing systems and help desk software
Technical Requirements
- Excellent verbal and written English communication skills (C1/C2 level)
- Strong presentation and public speaking abilities
- Proficiency with screen sharing and remote assistance tools
- Basic troubleshooting skills for software applications
- Comfortable with learning new technologies and platforms quickly
Personal Attributes
- Exceptional patience and empathy when dealing with frustrated customers
- Strong problem-solving and analytical thinking skills
- Ability to work independently with minimal supervision
- Excellent time management and organizational skills
- Cultural sensitivity and ability to work with diverse, international customer base
Technical & Infrastructure Requirements
Home Office Setup (Mandatory)
- Dedicated workspace: Quiet, professional home office environment
- High-speed internet: Minimum 50 Mbps download/25 Mbps upload with backup connection
- Computer: Modern laptop/desktop with webcam, microphone, and speakers
- Headset: Professional noise-canceling headset for clear audio
- Backup power: UPS/generator to ensure uninterrupted service during power outages
- Lighting: Adequate lighting for video calls and webinars
- Professional background: Clean, professional background for video interactions
Software & Platform Familiarity
- Video conferencing platforms (Zoom, Teams, WebEx)
- Webinar platforms (GoToWebinar, Zoom Webinar, Microsoft Teams Live Events)
- CRM and ticketing systems
- Microsoft Office Suite or Google Workspace
- Screen recording and sharing tools
Working Conditions
Schedule & Availability
- Primary hours: Aligned with Eastern Timezone (EST/EDT)
- Flexibility required: Occasional early morning or late evening sessions for global coverage
- Webinar scheduling: Ability to host webinars during peak customer hours (typically 9 AM - 6 PM EST)
- On-call availability: Occasional weekend or holiday support as needed
Performance Metrics
- Customer satisfaction scores (CSAT) target: 90%+
- First call resolution rate: 80%+
- Ticket response time: Within 2 hours during business hours
- Webinar attendance and engagement rates
- Professional development through continuous learning and certification
Preferred Qualifications
- Bachelor's degree in Communications, Business, or related field
- Previous experience with international customers and cross-cultural communication
- Certification in customer service excellence or related field
- Experience with specific industry software or platforms
- Bilingual capabilities (additional languages beyond English)
- Previous experience in SaaS, technology, or similar industries
What We Offer
- Competitive salary commensurate with experience
- Performance-based bonuses and incentives
- Professional development opportunities and training
- Flexible work arrangements within required timezone coverage
- Home office setup allowance for equipment and infrastructure
- Comprehensive health and wellness benefits
- Annual performance reviews with career advancement opportunities
Application Process
Interested Candidates Should Submit
- Updated resume highlighting customer service and webinar experience
- Cover letter detailing home office setup and timezone availability
- Portfolio or examples of previous webinar recordings (if available)
- References from previous customer service or training roles
Note:
Only candidates with confirmed home office infrastructure meeting our technical requirements will be considered for interview
