Job Summary

ServiceShift Partners is seeking a highly motivated and detail-oriented Remote Platform Support Agent to join our growing virtual operations team. In this role, you will be the first point of contact for platform users, ensuring smooth navigation, troubleshooting system issues, and providing exceptional customer support. You will work remotely and collaborate with cross-functional teams to resolve concerns efficiently and deliver a seamless user experience. This position is ideal for individuals who excel in communication, problem-solving, and supporting digital platforms in a fast-paced environment.

Key Responsibilities

• Respond to user inquiries via chat, email, and support tickets with professionalism and accuracy.

• Troubleshoot platform issues, guide users through steps, and escalate technical problems to the appropriate teams.

• Monitor platform activity to identify recurring issues and recommend improvements.

• Maintain accurate records of all user interactions and resolutions.

• Assist in onboarding new users by providing guidance, training, and platform walkthroughs.

• Collaborate with product, engineering, and QA teams to support platform updates and feature releases.

• Follow established procedures while contributing ideas to enhance support workflows.

• Ensure timely resolution of issues to meet internal SLAs and customer satisfaction goals.

Required Skills and Qualifications

• Strong written and verbal communication skills.

• Proficiency in navigating and understanding digital platforms, dashboards, or CRM tools.

• Excellent troubleshooting and analytical thinking abilities.

• Customer-focused mindset with the ability to remain patient and professional.

• Ability to work independently with minimal supervision in a remote environment.

• Strong organizational skills and high attention to detail.

• Basic technical aptitude, including understanding of common browser, connectivity, and system issues.

Experience

• 1–2 years of experience in customer support, technical support, platform assistance, or related fields.

• Experience in remote work environments is a plus.

• Familiarity with ticketing systems such as Zendesk, Freshdesk, Salesforce, or similar platforms preferred.

Working Hours

• Fully remote position with flexible scheduling.

• Must be available to work rotating shifts, including evenings or weekends if needed.

• Full-time and part-time schedules may be available depending on business needs.

Knowledge, Skills, and Abilities

• Strong problem-solving abilities and a proactive approach to issue resolution.

• Ability to manage multiple requests simultaneously while maintaining accuracy.

• Adept at learning new systems, tools, and processes quickly.

• High degree of reliability, accountability, and time management.

• Exceptional interpersonal skills and the ability to communicate solutions clearly.

• Competence in working both independently and as part of a distributed team.

Benefits

• Remote-first work environment with full flexibility.

• Competitive compensation package.

• Opportunities for professional development and skill-building.

• Supportive team culture focused on collaboration and growth.

• Access to digital tools and resources to enhance job performance.

• Potential for performance-based incentives.

Why Join ServiceShift Partners?

At ServiceShift Partners, we believe in empowering our team with the tools, flexibility, and support they need to succeed. You will join a forward-thinking company that values innovation, customer satisfaction, and continuous improvement. We encourage creativity and welcome ideas that contribute to better user experiences and operational excellence. Here, you are not just a team member—you’re a key part of shaping the future of our platform and client relationships.

How to Apply

Interested candidates should submit their updated resume along with a brief cover letter outlining their relevant experience and interest in the role. Applications can be sent through our online career portal or emailed to our recruitment team. Qualified applicants will be contacted for the next steps in the hiring process.