Customer Support Representative

Smartly Technologies is seeking a Customer Support Representative to join its team supporting managed IT, cybersecurity, cloud services, software and web delivery, technical support, systems, data, projects, and customer service. This full-time, 100% remote role is available to candidates based in Richmond, Virginia.

Responsibilities

• Respond to or initiate customer contacts through approved phone, email, chat, ticketing, or other support channels.
• Review account or request details, document each interaction, and update records with complete notes and next steps.
• Resolve routine questions and service issues within policy and escalate complex, sensitive, or unresolved cases.
• Follow up on open cases, promised actions, scheduled contacts, or missing information to ensure customers receive timely updates.
• Use approved knowledge resources, scripts, and procedures while adapting communication to the customer’s specific question.
• Meet service-quality, response-time, documentation, and customer-satisfaction expectations for the role.

Requirements

• High school diploma or equivalent; prior customer-service experience is helpful but not required for entry-level roles.
• Strong written and verbal communication with a patient, professional, solution-focused approach.
• Comfort using CRM, ticketing, email, chat, phone, and web-based customer-service tools.
• Ability to learn policies and service information quickly and explain them clearly.
• Reliable internet access, a quiet workspace, and the ability to work independently.
• A pre-employment background check is required.

Pay

$47,000 - $54,000 per year

Schedule

Full Time, 100% Remote