Customer Support Intern (Remote)

Industry & Sector:

About The Opportunity

• Manage inbound customer queries via email and live chat; respond promptly and professionally within SLA targets.
• Diagnose basic technical issues using product documentation and standard troubleshooting steps; escalate complex problems to engineering or senior support.
• Create, update, and close support tickets in the CRM/ticketing system with accurate notes and categorisation.
• Assist with onboarding tasks, user guidance, and step-by-step walkthroughs to improve product adoption and reduce churn.
• Collect and synthesise customer feedback to highlight product gaps and recurring issues for internal teams.
• Contribute to the knowledge base by drafting clear help articles, FAQs, and canned responses.
  

Skills & Qualifications

Must-Have

• Fluent written and spoken English with excellent communication and active-listening skills.
• Prior experience (academic project, internship, or part-time) in customer service, helpdesk, or support roles.
• Familiarity with ticketing systems or CRMs (e.g., Zendesk, Freshdesk, Intercom) and basic data-entry accuracy.
• Comfortable troubleshooting simple technical issues and following step-by-step guides.
• Strong time-management, attention to detail, and ability to meet SLA-driven KPIs.
  

Preferred

• Experience with live chat support and/or voice support.
• Basic knowledge of web/mobile apps, SaaS concepts, or technical documentation.
• Familiarity with Excel/Google Sheets for tracking metrics and simple reporting.
  

• Fully remote internship with flexible hours to support work-study balance.
• Mentorship from experienced support engineers and opportunities to own small projects (knowledge base, process improvements).
• Experience-driven learning: measurable KPIs, regular feedback, and pathways to full-time customer support or operations roles.
  

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