Customer Support Specialist (Remote)

Job Overview

Key Responsibilities

• Respond promptly and professionally to customer questions and support requests through email, live chat, ticketing systems, and other approved communication channels
• Provide accurate information about PulseMediaNL's products, services, policies, processes, and account-related matters
• Understand customer concerns and take ownership of issues from initial contact through resolution whenever possible
• Troubleshoot customer problems by asking appropriate questions, investigating available information, and providing clear step-by-step guidance
• Handle customer complaints calmly and professionally, demonstrating empathy while working toward practical solutions
• Keep customers informed about the progress of unresolved issues and follow up when required
• Escalate technical, billing, account, or other complex issues to the appropriate internal team
• Create a consistently positive customer experience across every interaction
• Communicate in a friendly, respectful, concise, and professional manner
• Adapt communication style to different customer needs, situations, and levels of technical knowledge
• Identify opportunities to go beyond basic issue resolution and provide helpful guidance that improves the customer's overall experience
• Maintain a customer-first mindset while following company policies and procedures

Required Qualifications

• Previous experience in customer service, customer support, help desk, client services, or a similar role
• Excellent written and verbal communication skills
• Strong problem-solving and critical-thinking abilities
• A customer-focused attitude with genuine patience and empathy
• Strong attention to detail and accuracy
• Ability to manage multiple customer requests and prioritize effectively
• Comfortable working independently in a remote environment
• Good computer literacy and confidence learning new software and digital tools
• Ability to remain professional and composed when handling difficult or frustrated customers
• Strong organizational and time-management skills