Title: Customer Support Representative

Company: Outsorcy

About Outsorcy:

• Outsorcy specializes in connecting top talent in Kosovo with innovative companies in the U.S. We partner with leading B2B SaaS and tech firms, offering tailored staffing solutions that help drive their growth while empowering our team members to build successful careers in a global environment.
• At Outsorcy, we’re passionate about bridging the gap between talent and opportunity, creating a collaborative ecosystem that benefits both companies and professionals.

Job Description:

• We are looking for Customer Support Representatives to join our growing talent network and support fast-growing SaaS and technology companies. In this role, you will assist customers through live chat and inbound email support, helping resolve issues, answer questions, and ensure a seamless customer experience.
• This role is ideal for individuals who are strong communicators, detail-oriented, and enjoy helping customers solve problems in a fast-paced environment.

Key Responsibilities:

Customer Support:

• Respond to customer inquiries in a timely and professional manner
• Provide clear, accurate, and helpful solutions to customer questions
• Maintain high response times and customer satisfaction (CSAT)

Issue Resolution & Troubleshooting:

• Identify, troubleshoot, and resolve customer issues efficiently
• Escalate complex or technical issues to the appropriate teams
• Follow up with customers to ensure full resolution

Support Operations:

• Log and manage tickets using tools such as Zendesk, Intercom, or Freshdesk
• Maintain accurate records of customer interactions
• Contribute to improving internal documentation and FAQs

Customer Experience:

• Deliver a positive and empathetic customer experience in every interaction
• Identify recurring issues and share insights with internal teams
• Support continuous improvement of support processes

What You Bring:

Required Skills and Qualifications:

• 3+ years of experience in customer support, customer service, or similar roles
• Strong written communication skills (especially for email and chat)
• Ability to multitask and manage multiple conversations simultaneously
• Problem-solving mindset with attention to detail
• Ability to work in a fast-paced, remote environment

Preferred Skills:

• Experience supporting SaaS or digital products
• Familiarity with support tools like Zendesk, Intercom, Freshdesk, or Gorgias
• Experience working with U.S.-based customers or teams
• Understanding of basic technical concepts (web apps, accounts, integrations)

Required documents:

• CV