Customer Support Representative

5 days, 18 hours ago
Contract
Mid Level
Customer and Technical Support
HKR

HKR

HKR Elektrotechnischer Gerätebau GmbH specializes in manufacturing shells, ring cores, and custom-shaped parts from soft magnetic powder composite materials. Their product range includes powder cores, inductors, chokes, choke units, and sinusoidal filt...

Electrical Equipment
1-10
Founded 1985

Description

  • Respond to customer questions and issues through email, live chat, and Zoom, aiming to resolve issues on first contact.
  • Explain complex product issues clearly to non-technical restaurant owners and staff.
  • Manage and prioritize the support queue to meet response-time targets, including Time to First Response.
  • Create actionable bug reports and feature feedback for Product and Engineering teams and follow issues through resolution.
  • Identify recurring customer issues and proactively escalate support trends.
  • Create and maintain help documentation, macros, and internal knowledge-base articles.
  • De-escalate frustrated or urgent customer situations effectively.
  • Participate in a shared weekend on-call rotation to support restaurants outside standard weekday hours.

Requirements

  • Strong technical aptitude and ability to explain complex issues simply and patiently.
  • Proven experience supporting customers via email, live chat, and video platforms such as Zoom.
  • Motivation to solve customer problems and provide high-quality support.
  • Comfort working with support metrics, including Time to First Response, resolution time, and CSAT.
  • Experience collaborating with Product and Engineering teams, including writing clear bug tickets.
  • Strong organizational skills and ability to manage a dynamic workload.
  • Availability for occasional weekend shifts as part of an on-call rotation.

Benefits

  • Fair market pay.
  • Remote, full-time independent contractor role.
  • Afternoon US shift schedule with a one-hour lunch break.
  • Remote-first work environment with optional office access in Bucharest and Cluj.
  • Startup culture with a collaborative, low-meeting work environment.

Interested in this position?

Apply directly on the company website

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