Jobs and Careers

Customer Support Specialist - Zoho (ZR_22603_JOB)

UKRemotefull_timeVerifiedPosted 29 Apr 2025

About the role

This is a remote position.

Are you an experienced voice support professional who thrives in a high-touch, fast-paced environment? We’re looking for a Customer Support Specialist who can serve as the single point of contact for our clients—someone who’s confident on the phone, skilled in managing tickets, and committed to delivering clear, empathetic communication every step of the way.

In this role, you’ll handle all client communication via Zoho Desk and Zoho Voice, ensuring every inquiry is resolved efficiently and professionally. You’ll collaborate with internal teams to solve problems without bouncing clients around and help us continuously improve how we support our customers.

If you have 2+ years of voice support experience, strong written and verbal English skills, and the ability to juggle multiple conversations across tickets, calls, and chats— we’d love to hear from you.

Job Highlights:

Contract type: Independent Contractor
Schedule: Monday to Friday, 9:00 AM – 5:00 PM (Pacific Time) Breaks: Lunch: Flexible, paid, taken during low workload

Key Responsibilities:
Serve as the Single Point of Contact

Act as the central, consistent point of communication for clients and vendors throughout the full lifecycle of their inquiry or issue.

Manage All Client Communication via Zoho Desk & Zoho Voice

Handle incoming calls through Zoho Voice
Respond to and manage all tickets in Zoho Desk
Provide timely, accurate, and empathetic responses to inquiries regarding bookings, payments, service status, and other general questions

Coordinate Internal Resolution Without Escalating to the Client

Assign tickets internally when input from another department is required
Track and follow up on ticket progress across teams
Ensure resolutions are provided to the client by the Customer Support Specialist only, not by switching departments

Close the Loop

After receiving internal resolution, respond back to the client with clear, human-centered communication
Ensure each ticket is resolved and closed in accordance with company service standards

Maintain Internal Ticket Hygiene

Properly categorize, tag, and assign tickets
Maintain notes and ticket history to ensure traceability and team visibility

Collaborate Across Departments Proactively

Communicate effectively with Dispatch, Billing, Field Teams, Legal, and Tech
Ensure all timelines, service expectations, and client concerns are clearly translated into internal tasks

Follow SLA Guidelines and Communication Protocols

Respond to all tickets within expected response windows
Maintain professionalism, clarity, and consistency in tone and response time

Contribute to Continuous Improvement

Identify recurring issues or customer pain points
Propose improvements to processes, macros, and internal workflows to enhance the customer experience

Tools Provided by the Company:

Zoho Desk (ticketing)
Zoho Voice (telephony)
Zoho WorkDrive, Cliq, CRM, People, and other internal tools
All software and access are fully provisioned — no personal subscriptions required

Requirements

Strong written English and verbal communication skills.
2+ years experience in a voice support role or similar.
Ability to multitask and manage multiple channels of communication.
Noise-cancelling headset with a clear microphone.
Familiarity with CRM systems and practices.

Bonus Skills (Preferred, but not required):

Previous experience in AppleCare-style support, airline/hospitality service, or any high-touch client environment
Ability to multitask across calls, tickets, and chats
Experience working in a fast-paced, startup-style environment.