We are seeking a Technical Customer Support Representative to join a small, customer-focused team supporting a book retail platform during the holiday season. The ideal candidates will have prior experience in customer support, familiarity with helpdesk tools, and strong written communication skills. This is a contract position with a preference for candidates located in the Raleigh-Durham (RDU) area. While remote work is available, on-site training is required during the first week.
Responsibilities of the Customer Support Representative:
- Assist customers with locating orders, navigating the website, and resolving billing inquiries
- Respond to support tickets using helpdesk tools such as FreshDesk
- Meet performance metrics including ticket resolution volume, response time, and customer satisfaction
- Maintain clear and professional written communication with customers
- Collaborate with internal teams to ensure timely and accurate support
Qualifications of the Customer Support Representative:
- Minimum 1 year of customer support experience (SaaS experience preferred)
- Familiarity with helpdesk/ticketing systems (e.g., FreshDesk)
- Strong attention to detail and written communication skills
- Ability to commit to a 3-month contract
- Must be available for on-site training during the first week
Compensation of the Customer Support Representative:
- Pay Rate: $20.00 – $22.00 per hour
- Cigna Health, Dental, Vision, and Sick leave as required by law
- Location: Hybrid (RDU preferred); remote with on-site training
- Employment Type: Contract
- Contract Duration: October 6, 2025 – January 30, 2026
- Hours: 40 hours/week
Start Date: October 6, 2025
Keywords:
Customer Support, Helpdesk, FreshDesk, SaaS, Ticketing Systems, Remote Work, Seasonal Contract, Billing Support, Order Tracking, Written Communication, RDU
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