Customer Support Specialist – Work From Home

This is a remote position.

About VirtuallyinCredible

At VirtuallyinCredible, we don't just work—we live and love life! What started with a single Virtual Assistant has blossomed into a thriving community of over a thousand dedicated remote professionals. Join our incredible team and be a part of a company that values growth, support, and a work-from-home lifestyle.

We are looking for a highly motivated and customer-centric Customer Support Specialist​ to serve as the vital link between our clients and their customers. You will be responsible for managing inbound and outbound voice interactions, ensuring every client inquiry, request, and complaint is handled with professionalism and a commitment to first-call resolution.

This is a graveyard shift position, catering to our US-based clients, requiring flexibility and dedication to maintaining a professional, quiet home office environment.

Core Responsibilities

• Exceptional Client Interaction: Professionally manage high-volume inbound calls from clients, adopting a consistent customer-first attitude.

• Resolution Expert: Swiftly and accurately respond to inquiries, provide comprehensive information, and efficiently resolve client complaints, ensuring a positive outcome.

• SOP Adherence: Strictly comply with client-specific Standard Operating Procedures (SOPs) and internal guidelines for all customer transactions.

• Continuous Improvement: Proactively stay current with all changes in SOPs, guidelines, and service updates to ensure accuracy.

• Team Collaboration: Partner with cross-functional departments to address complex client needs and ensure the delivery of up-to-date solutions.

• Performance Excellence: Meet or exceed key customer service metrics, including response time, quality assurance scores, and Customer Satisfaction (CSAT) ratings.

• Culture Champion: Uphold and effectively represent VirtuallyinCredible’s core values in every internal and external interaction.

• Administrative Support: Provide necessary data, reports, and information to the leadership team as required.

Requirements

Professional Experience

• 2+ years of recent, verifiable experience managing voice-based customer service for US Telco (Telecommunications) accounts (inbound/outbound).

• Fluent in written and spoken English, with a natural American accent and excellent conversational clarity.

• Demonstrated ability to multitask effectively in a fast-paced environment while maintaining meticulous attention to detail.

• A proven track record of working independently, proactively identifying problems, and driving them to resolution.

Work-From-Home (WFH) Technical Requirements

• Dedicated Workspace: A quiet, private, and professional home office free from background noise.

• Shift Availability: Must be willing and able to work the graveyard shift (night hours) to align with US business operations.

• Reliable Connectivity:

• Fast and reliable primary internet connection of at least 10 MBPS (hardwired connection preferred).

• Mandatory internet backup solution (e.g., secondary ISP or mobile hotspot).

• Power Redundancy: Dependable electricity supply with a power backup solution (e.g., UPS or generator) to prevent service interruptions.

• Minimum PC Specifications:

• Headset: USB Type Noise Cancelling Headset (essential for clear communication).

• RAM: At least 12 GB RAM for Windows PCs, or 8 GB RAM for Mac systems.

• Processor: AMD Ryzen 3 2200/i3, Intel 8th gen/i5, or higher.

• Operating System: Windows 11, or macOS (Sequoia, Sonoma, Ven