Customer Support Representative

**Customer Support Representative (Remote – Albania)**

**Location:**

Remote (Work from Albania)

**Job Type:**

Full-Time

**Schedule:**

Monday–Friday

**Hours:**


**5:00 PM – 2:00 AM Albania time**

(Equivalent to 8:00 AM – 5:00 PM Pacific Time, USA)

**About the Company**

This is about a U.S.-based online platform that connects businesses and individuals who need security services with licensed security companies across the United States. Our platform helps customers request security services and allows security companies to respond and manage opportunities easily.

**Job Overview**

We are looking for a reliable and professional
**Customer Support Representative**

to help customers and security companies use our platform. You will answer questions, solve problems, and provide support through email, tickets, and phone calls.

This role is ideal for someone who is comfortable working with customers, learning software systems, and following clear processes.

**Key Responsibilities**

**Customer & Provider Support**

- Answer customer and company questions via email, support tickets, and phone
- Help users create accounts and understand how the platform works
- Assist customers with submitting service requests
- Help security companies manage their profiles and accounts

**Account & Platform Support**

- Troubleshoot login, account, and basic payment issues
- Help users understand how our token system works
- Escalate technical or complex issues to management when needed

**Fraud & Quality Checks**

- Review submissions to identify spam or fake requests
- Flag suspicious activity and follow internal guidelines
- Verify basic documents during onboarding (training provided)

**Documentation**

- Accurately log all conversations and issues in our system
- Follow up on open issues to ensure they are resolved

**Required Qualifications**

Good written and spoken
**English**

(required)

- At least
**1–2 years of customer support experience**

(online support preferred)
- Comfortable using computers, web platforms, and basic software tools
- Strong communication skills and attention to detail
- Reliable internet connection and quiet workspace
- Able to work U.S. business hours (afternoon to late night Albania time)

**Preferred (Nice to Have)**

- Experience with customer support tools (Zendesk, Intercom, Freshdesk, etc.)
- Experience supporting U.S. customers
- Familiarity with online platforms or SaaS products
- Problem-solving mindset and ability to stay calm under pressure

**What We Offer**

- Fully remote work
- Clear training and processes
- Long-term opportunity with a growing U.S. startup
- Stable weekday schedule (no weekends)

**How to Apply:**

Submit:

- A short English resume (CV)
- A brief message describing your customer support experience and English level