397 Customer Care Agent jobs in Washington

**This position is full time remote depending on candidate location within the US.**
The primary responsibility for this role is to deliver superior customer service to clients while answering calls on Manulife / John Hancock's Brokerage Services and Managed Product lines. Customer requests can range from basic product inquiries to more complex transactions requiring problem resolution skills.
Responsible for delivering superior customer service to clients and financial advisors and building customer satisfaction and loyalty. Customer requests range from basic product and contract inquiries to more complex transactions and problem resolution. This job description does not represent a comprehensive listing of job duties that are required of the employee performing this role. We reserve the right to change duties or assign additional duties at any time with or without notice.
Is it possible to find a career you love with a global organization that supports your continued growth and success?
ABSOLUTELY!
Where you ask? Look no further than John Hancock!
Have you considered a career with us?
**Position Responsibilities:**
+ Deliver trusted, professional, and reliable service to MANULIFE clients and build customer satisfaction and loyalty
+ Meet quality expectations to ensure a positive client experience
+ Meet productivity expectations to maximize team service levels
+ Provide effective and timely resolution of a range of customer inquiries
+ Strike a positive and cooperative tone with both customers and coworkers
+ Strive for first-call resolution of customer issues
+ Translate scenarios that require problem resolution to positive service experiences
+ Strengthen the perception of MANULIFE in the marketplace
+ Possess the ability to work in a team environment, as well as being able to resolve issues accurately and independently
+ Complete ongoing training to stay abreast of product, industry, service and policy changes
+ Other duties as assigned
**Required Qualifications:**
+ Post-secondary education or high school diploma
+ Customer Service or Financial Services experience a plus
+ Ability to thrive in a lively working environment and manage multiple tasks
+ Outstanding verbal communication skills and strong telephone etiquette
+ Possess the ability to multi-task
+ Flexibility and ability to adjust and succeed in a rapidly changing, fast paced call center environment
+ Demonstrated problem resolution skills
+ Effective listening skills
+ Demonstrated computer efficiency
+ Outstanding customer service skills
+ Business writing skills
**Preferred Qualifications:**
+ Current SIE, Series 6 or 7, Series 63
+ Working knowledge of IRAs & other retirement products
**When you join our team:**
+ We'll empower you to learn and grow the career you want.
+ We'll recognize and support you in a flexible environment where well-being and inclusion are more than just words.
+ As part of our global team, we'll support you in shaping the future you want to see.
Ready to take the next step?
Training will be 2 weeks in length and the hours are 9:00-5:00 EST (TBD)
Once training has been completed, you **must** be available for a 8 hour shift (with a scheduled 30 minute lunch break) between 9-5pm EST.
#LI-JH
**Acerca de Manulife y John Hancock**
Manulife Financial Corporation es un importante proveedor internacional de servicios financieros que ayuda a las personas a tomar decisiones de una manera más fácil y a vivir mejor. Para obtener más información acerca de nosotros, visite .
**Manulife es un empleador que ofrece igualdad de oportunidades**
En Manulife/John Hancock, valoramos nuestra diversidad. Nos esforzamos por atraer, formar y retener una fuerza laboral tan diversa como los clientes a los que prestamos servicios, y para fomentar un entorno laboral inclusivo en el que se aprovechen las fortalezas de las culturas y las personas. Estamos comprometidos con la equidad en las contrataciones, la retención de talento, el ascenso y la remuneración, y administramos todas nuestras prácticas y programas sin discriminación por motivos de raza, ascendencia, lugar de origen, color, origen étnico, ciudadanía, religión o creencias religiosas, credo, sexo (incluyendo el embarazo y las afecciones relacionadas con este), orientación sexual, características genéticas, condición de veterano, identidad de género, expresión de género, edad, estado civil, estatus familiar, discapacidad, o cualquier otro aspecto protegido por la ley vigente.
Nuestra prioridad es eliminar las barreras para garantizar la igualdad de acceso al empleo. Un representante de Recursos Humanos trabajará con los solicitantes que requieran una adaptación razonable durante el proceso de solicitud. Toda la información que se haya compartido durante el proceso de solicitud de adaptación se almacenará y utilizará de manera congruente con las leyes y las políticas de Manulife/John Hancock correspondientes. Para solicitar una adaptación razonable en el proceso de solicitud, envíenos un mensaje a .
**Ubicación principal**
Estados Unidos,- Massachusetts Remoto a tiempo completo
**Modalidades de Trabajo**
Remoto
**Se prevé que el rango salarial esté entre**
$38,550.00 USD - $64,250.00 USD
Si se está postulando para este puesto fuera de la ubicación principal, póngase en contacto con para conocer el rango salarial de su ubicación. El salario real variará según las condiciones locales del mercado, la geografía y los factores relacionados con el trabajo pertinentes, como conocimiento, habilidades, calificaciones, experiencia y educación/capacitación. Los empleados también tienen la oportunidad de participar en programas de incentivos y obtener una compensación de incentivos vinculada al desempeño comercial e individual.
Manulife/John Hancock ofrece a los empleados aptos una amplia variedad de beneficios personalizables, entre ellos, beneficios de salud, odontológicos, de salud mental, oftalmológicos, por discapacidad a corto y a largo plazo, cobertura de seguro de vida y por muerte accidental y desmembramiento, adopción/subrogación y bienestar, y planes de asistencia al empleado/familiar. También ofrecemos a los empleados admisibles varios planes de ahorro para la jubilación (incluidos planes de ahorro 401(k) o de pensiones y un plan mundial de propiedad de acciones con contribuciones equivalentes del empleador) y recursos de asesoramiento y educación financiera. Nuestro generoso programa de días libres pagos en EE. UU. contempla hasta 11 días festivos, 3 días personales, 150 horas de vacaciones y 40 horas de licencia por enfermedad (o más cuando lo exija la ley) por año, y ofrecemos todos los tipos de licencias contempladas por la ley.
**Conozca sus derechos ( Familiar y Médico**
**Ley de Protección del Empleado contra el Examen Poligráfico ( al Trabajo**
**Verificación Electrónica (E-** **Verify** **)**
**Transparencia Salarial ( John Hancock Life Insurance Company (U.S.A.)

Customer Support Representative
Corporate Administration
Federal Way,
Washington
**Description**
At Financial Pacific Leasing, we believe that when our people thrive, our business thrives. We're committed to creating a workplace where every associate feels supported, empowered, and inspired to make a difference - for our customers and for each other.
Our culture is strong and built on the values of Trust, Care, Innovation, Continuous Learning, Customer Focus, and Result Orientation. We're excited to connect with candidates who live these values and bring a spirit of collaboration, curiosity, and drive to everything they do. Join us a partner in progress - because at Financial Pacific Leasing, the best way forward is together.
**About Us**
Financial Pacific Leasing, a subsidiary of Columbia Bank, is a commercial equipment leasing and financing company based in Federal Way, WA. Since 1975, we've been a leader in the leasing industry, proud of our people and committed to creating a work environment that is rewarding, challenging, and fun.
**The Position:** In this role, you'll be the ultimate communication guru, using your charm and wit to interact with customers in a way that leaves them with a smile on their face. You'll be the master troubleshooter, swiftly resolving issues and ensuring our customers' happiness. As the liaison between our internal departments and external partners, you'll be the superhero who keeps everything running smoothly. Join us and let's make customer service an unforgettable experience.
**Responsibilities include, but are not limited to:**
+ Answering general lease questions pertaining to contract changes, invoices, insurance and pro-rata rental and various other contract documents
+ Answering Payments, sales and personal property tax questions
+ Calculate and communicate buyouts to customers, brokers and vendors
+ Create Satisfaction Letters
+ Produce payment histories and other documents
+ Explain the Assignment of Lease process
+ Explain and request cancellations of Uniform Commercial Codes
+ Manage the initiation and cancellation of automatic payments
+ Notate databases clearly and consistently
+ Support the processing and modification of vehicle titles
+ Provide exceptional customer service and support to our customers, partners and all levels of staff
+ Maintain confidentiality of all company information
+ Perform all other duties as assigned by management
**Candidate Requirements:**
+ High school graduate or equivalent
+ Strong work ethic
+ Experience working in a call center setting
+ Regular and predictable attendance and punctuality
+ Effective interpersonal skills including
+ Excellent verbal and written communication; effective time management; be team and goal oriented; professional attitude; work well under pressure; have attention to detail, be organized, flexible and honest.
**Benefits:**
We offer a competitive total rewards package including base wages and comprehensive benefits. The hourly pay rate for this role is $20.00 to $25.00 with eligibility to earn incentives. The pay rate for the successful applicant depends on a variety of non-discriminatory factors including, but not limited to, job-related knowledge, skills, and experience, and education. The role may be eligible for performance-based incentive compensation and those details will be provided during the recruitment process.
We offer eligible associates cost-effective benefit options including comprehensive healthcare coverage (medical, dental, and vision plans), a 401(k)-retirement savings plan with employer match for qualifying associate contributions, an employee assistance program, life insurance, disability insurance, mental health resources, identity theft protection, legal support, auto and home insurance, pet insurance, access to an online discount marketplace, paid time off for vacation, illness, volunteerism, and holidays. Benefit eligibility begins the first day of the month following the date of hire for associates who are regularly scheduled to work at least thirty hours weekly.
**Our Commitment to Diversity:**
Financial Pacific Leasing is an equal opportunity and affirmative action employer committed to employing, engaging, and developing a diverse workforce. All qualified applicants will receive consideration for employment without regard to race, color, national origin, religion, sex, age, sexual orientation, gender identity, gender expression, protected veteran status, disability, or any other applicable protected status or characteristics.

Logitech is the Sweet Spot for people who want their actions to have a positive global impact while having the flexibility to do it in their own way.
**The Team and Role:**
Are you a skilled technical professional interested in joining a paid-for Services program with high opportunities? We are searching for a **Senior Customer Support Engineer** in the AMR region who will be responsible for troubleshooting and finding solutions to difficult technical problems. The role will focus mainly on Logitech's Paid Services support for video conferencing solutions but may occasionally be asked to resolve issues with other enterprise Software (MS, Zoom, Google). Expect to communicate with customers via Phone, email or video calls, and provide high touch service across global organizations, partnering with ITDMs to maintain their valuable conference room spaces or help them as they deploy. At Logitech, you will assist customers with issues that ensure that the Enterprise customer's meeting rooms stay running and quickly help to find a root cause for an issue within the ecosystem. You will also enjoy opportunities to advance your Career in a diverse environment.
**Your Contribution:**
**Be Yourself. Be Open. Stay Hungry and Humble, Collaborate and Challenge. Share our passion in Equality and Environment. Have a great attitude and enjoy helping customers in a timely, efficient and pleasant way. These are the behaviors you'll need for success at Logitech.** In this role you will:
+ Resolve technically complex support issues reported by the customers and/or other team members.
+ Maintain clear, concise and positive communication for all cases in a timely and efficient manner including proactive follow up with customers, team members and product engineers.
+ Own the technical relationship with customers and manage their expectations.
+ Work with department leadership and other stakeholders to address bugs, technical issues, compatibility, and other issues that can't be resolved with standard troubleshooting
+ Provide ad hoc feedback about trends and new issues
+ Occasionally, as necessary, answer non-escalated phone calls and email support tickets to ensure department service levels agreements are met.
+ Provide ideas and assist with creation of knowledge base documentation and training materials for both internal and external customers.
+ Deliver consistent customer experience that meets or exceeds our commitments.
+ Be compassionate, respectful and honest
**Key Qualifications:**
For consideration, you must bring the following minimum skills and behaviors to our team:
+ Must have expert knowledge of video conferencing and AV products
+ Expert/Advance knowledge of windows and Mac OS
+ Excellent working knowledge of video conferencing applications such as Zoom, MS Teams and Google Meet
+ Advanced knowledge of computer networking and operating systems
+ Familiarity with Android-based device (beyond cellular phones) desirable
+ Familiarity with IOS devices desirable
+ Excellent communications both verbal, oral and interpersonal skills.
+ Excellent customer service skills.
+ Demonstrated ability to quickly learn and troubleshoot new technologies
+ Demonstrated ability to handle extremely complex technical issues, including working with engineers when necessary.
+ Good working knowledge and skills in MS office 365, Exchange, Azure AD and SSO.
+ Professional level English, Spanish/ Portuguese skills are a plus, spoken and written.
In addition, preferable skills and behaviors include:
+ Proven experience in a technical support capacity, with strong videoconference (VC) troubleshooting experience
+ Experience providing remote technical support
+ Experience providing high-touch support to Enterprise accounts
+ Technical certifications beneficial, but not required
**Education:**
Bachelor's degree in Computer or Electronic and Communication
Engineering or equivalent degree/relevant experience preferred.
**#LI-CT1**
**#LI-Remote**
**This position offers an annual salary of typically between $ 63K and $ 130K dependent on location and experience.** **In certain circumstances, higher compensation will be considered based on the business need, candidate experience, and skills.**
Across Logitech we empower collaboration and foster play. We help teams collaborate/learn from anywhere, without compromising on productivity or continuity so it should be no surprise that most of our jobs are open to work from home from most locations. Our hybrid work model allows some employees to work remotely while others work on-premises. Within this structure, you may have teams or departments split between working remotely and working in-house.
Logitech is an amazing place to work because it is full of authentic people who are inclusive by nature as well as by design. Being a global company, we value our diversity and celebrate all our differences. Don't meet every single requirement? Not a problem. If you feel you are the right candidate for the opportunity, we strongly recommend that you apply. We want to meet you!
We offer comprehensive and competitive benefits packages and working environments that are designed to be flexible and help you to care for yourself and your loved ones, now and in the future. We believe that good health means more than getting medical care when you need it. Logitech supports a culture that encourages individuals to achieve good physical, financial, emotional, intellectual and social wellbeing so we all can create, achieve and enjoy more and support our families. We can't wait to tell you more about them being that there are too many to list here and they vary based on location.
All qualified applicants will receive consideration for employment without regard to race, sex, age, color, religion, sexual orientation, gender identity, national origin, protected veteran status, or on the basis of disability.
If you require an accommodation to complete any part of the application process, are limited in the ability, are unable to access or use this online application process and need an alternative method for applying, you may contact us toll free at for assistance and we will get back to you as soon as possible.

Description
Amazon Multi-Channel Commerce Fulfillment (MCCF) is seeking a Customer Solutions Manager to manage escalated support tickets, triage and solve issues preventing launches, and drive post-launch success. This high-visibility role encompasses resolving technical support tickets and navigating integrations while collaborating extensively with cross-functional teams, including sales, account management, product, and engineering. The position requires ownership of customer outcomes, focus on documenting learnings, and a commitment to driving process improvements and customer advocacy. The selected candidate will support both Buy with Prime and Multi-Channel Fulfillment (MCF) products, ensuring seamless merchant experiences. We are looking for a customer-obsessed, proactive professional with proven experience in support engineering and solution management, demonstrated through successful customer launches and process improvement initiatives. This role is crucial for maintaining merchant satisfaction and contributing to the growth of Amazon's e-commerce solutions.
Key job responsibilities
- Work cross-functionally to resolve integration issues to launch merchants on Buy with Prime product (e.g., Sales, Product, Tech).
- Utilize subject matter expertise to apply existing solutions to customers, and inventing new solutions
- Provide a consultative approach to onboard e-commerce customers on Buy with Prime product to meet customers requirements.
- Provide feedback to the customer support, onboarding, sales, and product team based on the learnings during ticket resolution
Basic Qualifications
- 4+ years of software development, or 4+ years of technical support experience
- Experience scripting in modern program languages
- Experience troubleshooting and debugging technical systems
- Experience in agile/scrum or related collaborative workflow
- Experience troubleshooting and documenting findings
Preferred Qualifications
- Knowledge of distributed applications/enterprise applications
- Knowledge of UNIX/Linux operating system
- Experience analyzing and troubleshooting RESTful web API calls
Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.
Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit for more information. If the country/region you're applying in isn't listed, please contact your Recruiting Partner.
Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $81,400/year in our lowest geographic market up to $182,000/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit . This position will remain posted until filled. Applicants should apply via our internal or external career site.

Datavant is a data platform company and the world's leader in health data exchange. Our vision is that every healthcare decision is powered by the right data, at the right time, in the right format.
Our platform is powered by the largest, most diverse health data network in the U.S., enabling data to be secure, accessible and usable to inform better health decisions. Datavant is trusted by the world's leading life sciences companies, government agencies, and those who deliver and pay for care.
By joining Datavant today, you're stepping onto a high-performing, values-driven team. Together, we're rising to the challenge of tackling some of healthcare's most complex problems with technology-forward solutions. Datavanters bring a diversity of professional, educational and life experiences to realize our bold vision for healthcare.
This is a Remote role (Call Center)
- Full-Time: Monday - Friday 8:30am - 5:00pm EST
- Comfortable working in a high-volume production environment.
- Processing medical record requests by taking calls from patients, insurance companies and attorneys to provide medical record status
- Documenting information in multiple platforms using two computer monitors.
- Proficient in Microsoft office (including Word and Excel)
We offer:
Comprehensive onsite/virtual training program followed by job shadowing with an assigned mentor
Company equipment will be provided to you (including computer, monitor, virtual phone, etc.)
Full Benefits: PTO, Health, Vision, and Dental Insurance and 401k Savings Plan and tuition Assistance
Pay ranges for this job title may differ based on location, responsibilities, skills, experience, and other requirements of the role.
The estimated base pay range per hour for this role is:
$15-$18.32 USD
To ensure the safety of patients and staff, many of our clients require post-offer health screenings and proof and/or completion of various vaccinations such as the flu shot, Tdap, COVID-19, etc. Any requests to be exempted from these requirements will be reviewed by Datavant Human Resources and determined on a case-by-case basis. Depending on the state in which you will be working, exemptions may be available on the basis of disability, medical contraindications to the vaccine or any of its components, pregnancy or pregnancy-related medical conditions, and/or religion.
This job is not eligible for employment sponsorship.
Datavant is committed to a work environment free from job discrimination. We are proud to be an Equal Employment Opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, or other legally protected status. To learn more about our commitment, please review our EEO Commitment Statement here ( . Know Your Rights ( , explore the resources available through the EEOC for more information regarding your legal rights and protections. In addition, Datavant does not and will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay.
At the end of this application, you will find a set of voluntary demographic questions. If you choose to respond, your answers will be anonymous and will help us identify areas for improvement in our recruitment process. (We can only see aggregate responses, not individual ones. In fact, we aren't even able to see whether you've responded.) Responding is entirely optional and will not affect your application or hiring process in any way.
Datavant is committed to working with and providing reasonable accommodations to individuals with physical and mental disabilities. If you need an accommodation while seeking employment, please request it here, ( by selecting the 'Interview Accommodation Request' category. You will need your requisition ID when submitting your request, you can find instructions for locating it here ( . Requests for reasonable accommodations will be reviewed on a case-by-case basis.
For more information about how we collect and use your data, please review our Privacy Policy ( .

Datavant is a data platform company and the world's leader in health data exchange. Our vision is that every healthcare decision is powered by the right data, at the right time, in the right format.
Our platform is powered by the largest, most diverse health data network in the U.S., enabling data to be secure, accessible and usable to inform better health decisions. Datavant is trusted by the world's leading life sciences companies, government agencies, and those who deliver and pay for care.
By joining Datavant today, you're stepping onto a high-performing, values-driven team. Together, we're rising to the challenge of tackling some of healthcare's most complex problems with technology-forward solutions. Datavanters bring a diversity of professional, educational and life experiences to realize our bold vision for healthcare.
+ **This is a Remote role (Call Center)** **- Full-Time: Monday - Friday 8am-4:30pm EST** **- Comfortable working in a high-volume production environment.** **- Processing medical record requests by taking calls from patients, insurance companies and attorneys to provide medical record status** **- Documenting information in multiple platforms using two computer monitors.** **- Proficient in Microsoft office (including Word and Excel)** **We offer:** **Comprehensive onsite/virtual training program followed by job shadowing with an assigned mentor** **Company equipment will be provided to you (including computer, monitor, virtual phone, etc.)** **Full Benefits: PTO, Health, Vision, and Dental Insurance and 401k Savings Plan and tuition Assistance**
Pay ranges for this job title may differ based on location, responsibilities, skills, experience, and other requirements of the role.
The estimated base pay range per hour for this role is:
$15-$18.32 USD
To ensure the safety of patients and staff, many of our clients require post-offer health screenings and proof and/or completion of various vaccinations such as the flu shot, Tdap, COVID-19, etc. Any requests to be exempted from these requirements will be reviewed by Datavant Human Resources and determined on a case-by-case basis. Depending on the state in which you will be working, exemptions may be available on the basis of disability, medical contraindications to the vaccine or any of its components, pregnancy or pregnancy-related medical conditions, and/or religion.
This job is not eligible for employment sponsorship.
Datavant is committed to a work environment free from job discrimination. We are proud to be an Equal Employment Opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, or other legally protected status. To learn more about our commitment, please review our EEO Commitment Statement here ( . Know Your Rights ( , explore the resources available through the EEOC for more information regarding your legal rights and protections. In addition, Datavant does not and will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay.
At the end of this application, you will find a set of voluntary demographic questions. If you choose to respond, your answers will be anonymous and will help us identify areas for improvement in our recruitment process. (We can only see aggregate responses, not individual ones. In fact, we aren't even able to see whether you've responded.) Responding is entirely optional and will not affect your application or hiring process in any way.
Datavant is committed to working with and providing reasonable accommodations to individuals with physical and mental disabilities. If you need an accommodation while seeking employment, please request it here, ( by selecting the 'Interview Accommodation Request' category. You will need your requisition ID when submitting your request, you can find instructions for locating it here ( . Requests for reasonable accommodations will be reviewed on a case-by-case basis.
For more information about how we collect and use your data, please review our Privacy Policy ( .

Our client is seeking a highly skilled and empathetic Lead Customer Support Engineer to provide advanced technical assistance and leadership within their support team. This role is crucial for resolving complex customer issues, ensuring customer satisfaction, and contributing to the continuous improvement of our client's products and services. You will be responsible for diagnosing intricate technical problems, guiding customers through troubleshooting steps, and escalating issues as needed to development or engineering teams. The ideal candidate will possess exceptional communication skills, a deep understanding of technical products, and a passion for delivering outstanding customer experiences. As a lead, you will also mentor and train junior support engineers, assist in developing support documentation and knowledge base articles, and identify trends in customer inquiries to provide feedback for product enhancements. This fully remote position requires strong organizational skills, the ability to manage multiple high-priority cases simultaneously, and proficiency in using CRM and ticketing systems. You will collaborate closely with product management, engineering, and sales teams to ensure a seamless customer journey. A proactive approach to problem-solving, a commitment to timely and effective resolution, and the ability to maintain a positive and professional demeanor under pressure are essential. This is an excellent opportunity for a seasoned support professional to take on a leadership role and make a significant impact on customer success.

Responsibilities:

• Provide advanced technical support to customers via email, chat, and phone.
• Diagnose and resolve complex technical issues related to software and hardware.
• Guide customers through troubleshooting procedures and product usage.
• Escalate unresolved issues to appropriate engineering or development teams.
• Mentor and train junior customer support engineers.
• Create and maintain comprehensive knowledge base articles and support documentation.
• Identify recurring customer issues and provide feedback for product improvement.
• Manage and prioritize support tickets to ensure timely resolution.
• Collaborate with cross-functional teams to address customer needs.
• Contribute to the development of support policies and procedures.
• Maintain a high level of customer satisfaction.

Qualifications:

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• Minimum of 5 years of experience in technical customer support or helpdesk roles.
• Proven experience in troubleshooting complex technical issues.
• Excellent understanding of software applications and/or hardware systems.
• Proficiency with CRM and ticketing systems (e.g., Salesforce Service Cloud, Zendesk).
• Strong analytical and problem-solving skills.
• Exceptional verbal and written communication skills.
• Ability to work independently and as part of a remote team.
• Customer-focused mindset and a passion for helping others.
• Experience in a lead or supervisory role is a plus.

Join our distributed team and help our customers succeed from anywhere, supporting users in the Seattle, Washington, US region.

Our client is seeking a highly motivated and experienced Senior Customer Support Specialist to join their dynamic, fully remote team. In this critical role, you will be the primary point of contact for customers, providing exceptional technical assistance and resolving complex issues across various platforms. You will be instrumental in driving customer satisfaction and retention by offering timely, accurate, and empathetic support. Responsibilities include:

• Handling high-volume inbound customer inquiries via phone, email, and chat.
• Diagnosing and troubleshooting technical problems with our client's proprietary software and services.
• Escalating complex issues to appropriate internal teams (e.g., engineering, product) with detailed documentation.
• Developing and maintaining comprehensive knowledge base articles and FAQs.
• Providing training and mentorship to junior support staff.
• Identifying trends in customer issues and providing feedback to product and development teams for continuous improvement.
• Ensuring all customer interactions are logged accurately and efficiently in the CRM system.
• Collaborating with cross-functional teams to ensure a seamless customer experience.
• Proactively identifying opportunities to improve support processes and customer self-service options.
• Championing customer needs within the organization.

Qualifications:

• Proven experience (3+ years) in a customer support or helpdesk role, preferably in a SaaS environment.
• Excellent problem-solving and analytical skills.
• Strong understanding of common software and hardware troubleshooting techniques.
• Exceptional communication, interpersonal, and active listening skills.
• Ability to explain technical concepts to non-technical users.
• Experience with CRM software (e.g., Salesforce, Zendesk) and ticketing systems.
• Ability to work independently and manage time effectively in a remote setting.
• A genuine passion for helping people and delivering outstanding service.
• High school diploma or equivalent; Associate's or Bachelor's degree in a related field is a plus.
• Must be eligible to work in the US.

This is a fully remote position, offering the flexibility to work from anywhere within the United States. Our client is committed to fostering a supportive and inclusive remote work environment. You will receive the necessary tools and resources to succeed in your role. If you are a dedicated problem-solver with a passion for customer success and are looking for a challenging and rewarding remote opportunity, we encourage you to apply. Join a forward-thinking company that values its employees and their contributions to customer satisfaction. The role is based in our client's operations which serve customers nationwide.

Our client is seeking a dedicated and technically proficient Senior Customer Support Engineer to join their thriving remote team. In this crucial role, you will be the primary point of contact for complex customer inquiries, providing advanced technical troubleshooting and ensuring unparalleled customer satisfaction. You will leverage your deep understanding of our product suite and technical infrastructure to resolve issues efficiently, document solutions, and contribute to the knowledge base. This position requires excellent communication skills, a passion for problem-solving, and the ability to articulate technical concepts clearly to both technical and non-technical audiences.

Key responsibilities include:

• Providing expert-level technical support and troubleshooting for escalated customer issues via phone, email, and chat.
• Diagnosing and resolving complex software and hardware issues, identifying root causes, and implementing long-term solutions.
• Developing and maintaining comprehensive documentation, including knowledge base articles, FAQs, and troubleshooting guides.
• Collaborating with engineering and product teams to report bugs, provide feedback, and influence product improvements.
• Mentoring and guiding junior support staff, sharing knowledge and best practices.
• Proactively identifying customer needs and recommending solutions or services.
• Managing customer expectations and ensuring timely resolution of support tickets.
• Contributing to the continuous improvement of support processes and tools.
• Acting as a subject matter expert for specific product areas or technical domains.
• Participating in on-call rotation for urgent support needs.

Required qualifications:

• Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
• Minimum of 5 years of experience in a technical support or customer service role, with a focus on complex issue resolution.
• Strong understanding of operating systems (Windows, macOS, Linux), networking concepts, and cloud technologies.
• Proficiency in scripting languages (e.g., Python, Bash) is a strong plus.
• Excellent analytical and problem-solving skills, with a keen attention to detail.
• Exceptional verbal and written communication skills, with the ability to explain technical information clearly.
• Proven ability to manage multiple priorities and work effectively in a fast-paced, remote environment.
• Customer-centric mindset with a commitment to delivering outstanding service.
• Experience with CRM and ticketing systems (e.g., Salesforce, Zendesk).

This is a fully remote position, offering the flexibility to work from anywhere within the US. Our client values innovation and a collaborative spirit, making this an exciting opportunity for a motivated professional. Join a team that is passionate about delivering exceptional support and making a real difference for their customers. The role is fully remote and offers a competitive salary and benefits package. The work location is effectively virtual, though the position is tied to the company's operational presence in Seattle, Washington, US .