Customer Support Specialist

Seronda Network is seeking a Customer Support Specialist to contribute to brand awareness, reputation, communications, public relations, customer engagement, events, and marketing support.

About the role

In this position, you will help customers resolve questions and service issues through clear, timely support. This is a full-time, 100% remote role open to candidates based in New York.

Responsibilities

• Respond to customer or client questions related to brand awareness, reputation, communications, public relations, customer engagement, events, and marketing support through approved phone, email, chat, or ticketing channels.
• Review account or request details and document each interaction with complete notes and next steps.
• Resolve routine questions and service issues within policy and escalate complex or unresolved cases across communications, reputation, and events.
• Follow up on open cases, promised actions, or missing information so customers receive timely updates.
• Use approved knowledge resources and procedures while adapting communication to the customer's specific question.
• Meet service-quality, response-time, documentation, and customer-satisfaction expectations.

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

$46,500 - $54,000 per year

Employment type: Full Time
Work arrangement: 100% Remote — New York
Experience level: Associate