Technical Customer Support Representative

We are seeking a Technical Customer Support Representative to join a small, customer-focused team supporting a book retail platform during the holiday season. The ideal candidates will have prior experience in customer support, familiarity with helpdesk tools, and strong written communication skills. This is a contract position with a preference for candidates located in the Raleigh-Durham (RDU) area. While remote work is available, on-site training is required during the first week.

Responsibilities of the Customer Support Representative:

• Assist customers with locating orders, navigating the website, and resolving billing inquiries
• Respond to support tickets using helpdesk tools such as FreshDesk
• Meet performance metrics including ticket resolution volume, response time, and customer satisfaction
• Maintain clear and professional written communication with customers
• Collaborate with internal teams to ensure timely and accurate support

Qualifications of the Customer Support Representative:

• Minimum 1 year of customer support experience (SaaS experience preferred)
• Familiarity with helpdesk/ticketing systems (e.g., FreshDesk)
• Strong attention to detail and written communication skills
• Ability to commit to a 3-month contract
• Must be available for on-site training during the first week

Compensation of the Customer Support Representative:

• Pay Rate: $20.00 – $22.00 per hour
• Cigna Health, Dental, Vision, and Sick leave as required by law
• Location: Hybrid (RDU preferred); remote with on-site training
• Employment Type: Contract
• Contract Duration: October 6, 2025 – January 30, 2026
• Hours: 40 hours/week

Start Date: October 6, 2025

Keywords:

Customer Support, Helpdesk, FreshDesk, SaaS, Ticketing Systems, Remote Work, Seasonal Contract, Billing Support, Order Tracking, Written Communication, RDU

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