Call Representative -- 2

I need a confident, empathetic voice to handle incoming customer calls and deliver technical support for our cloud-based software application. Every conversation is about guiding users through setup, troubleshooting errors, and making sure they leave the call feeling heard and fully operational.

You’ll receive a clear knowledge-base, call-flow scripts, and remote access to the app’s dashboard so you can replicate issues in real time. Each interaction must be logged in our ticketing tool (we currently use Zendesk, though familiarity with similar platforms such as Freshdesk or HubSpot Service Hub is welcome). When an issue falls outside the documented fixes, escalate it with concise notes so our development team can jump in quickly.

Key expectations
• Answer calls during the agreed shift window with a calm, professional tone.
• Diagnose and resolve software installation, configuration, and performance questions.
• Document every step you take, noting root cause and resolution.
• Flag recurring problems and propose improvements for the knowledge-base.

To help me choose the right partner, tell me about:
• Previous roles providing phone-based technical support for software products.
• Tools you are comfortable with for call handling and ticket management.
• Your typical first-response and average resolution times.

The job will start with a short paid trial shift so we can align on style and process. Once we’re both happy, we’ll lock in a steady weekly schedule.