<strong>Position Summary</strong><br>As a Customer Support Specialist, you serve as the first point of contact for <a href="https://himalayas.app/companies/myadvice">MyAdvice</a> clients. This role is responsible for resolving high-volume support requests efficiently while delivering exceptional customer service.<br>You will handle the majority of incoming tickets—answering questions, assisting with simple website updates, guiding clients through platform features, and ensuring requests are properly triaged and escalated when necessary.<br>This role requires strong communication skills, attention to detail, and the ability to balance speed with accuracy in a fast-paced environment.<br><p><strong>Shift &amp; Work Schedule</strong><br>This role supports our US operations. The selected candidate will be assigned <strong>one</strong> of the following schedules based on business needs:</p><h3>Available Shifts (IST):</h3><ul><li>6:30 PM – 3:30 AM</li><li>10:30 PM – 7:30 AM</li></ul><h3>Available Work Weeks:</h3><ul><li>Sunday – Thursday</li><li>Monday – Friday</li><li>Tuesday – Saturday</li></ul><p><strong>Important:</strong> Candidates must be willing to work <strong>any of the above shifts and workweek combinations</strong> as assigned. The assigned schedule will be considered the employee's regular working schedule.<strong>Essential Duties</strong></p><ul><li>Manage and resolve incoming support requests via ticketing system, phone, and email</li><li>Close 100+ tickets per week while maintaining quality standards</li><li>Answer inbound calls and assist clients in real-time</li><li>Assist with simple website updates (text edits, image swaps, basic changes)</li><li>Guide clients through platform features and functionality</li><li>Clearly explain technical concepts in non-technical language</li><li>Identify issues that require escalation to Tier 2</li><li>Document all interactions thoroughly in ticketing system</li><li>Maintain a high level of professionalism and empathy</li><li>Collaborate cross-functionally with internal teams</li></ul><br><br><strong>Required Skills &amp; Experience</strong><ul><li>1+ year in high-volume customer service or technical support</li><li>Experience using support ticketing software (Zendesk preferred)</li><li>Strong written and verbal communication skills</li><li>Ability to multitask and manage high ticket volume</li><li>Basic understanding of CMS platforms (WordPress preferred)</li><li>Comfortable learning and explaining web-based software platforms</li><li>Strong attention to detail and organizational skills</li><li>Ability to work independently and manage multiple priorities</li><li>Familiarity with AI-powered productivity and support tools (ChatGPT, Claude, Gemini, Cursor, or similar)</li><li>Ability to leverage AI tools to improve efficiency, problem-solving, communication, and customer support workflows</li><li>Willingness to continuously learn and adapt to emerging AI technologies and best practices</li></ul><br><br