We are seeking a Technical Customer Support Representative to join a small, customer-focused team supporting a book retail platform during the holiday season. The ideal candidates will have prior experience in customer support, familiarity with helpdesk tools, and strong written communication skills. This is a contract position with a preference for candidates located in the Raleigh-Durham (RDU) area. While remote work is available, on-site training is required during the first week.

QUALIFICATIONS OF THE CUSTOMER SUPPORT REPRESENTATIVE:

• Minimum 1 year of customer support experience (SaaS experience preferred)
• Familiarity with helpdesk/ticketing systems (e.g., FreshDesk)
• Strong attention to detail and written communication skills
• Ability to commit to a 3-month contract
• Must be available for on-site training during the first week

• Assist customers with locating orders, navigating the website, and resolving billing inquiries
• Respond to support tickets using helpdesk tools such as FreshDesk
• Meet performance metrics including ticket resolution volume, response time, and customer satisfaction
• Maintain clear and professional written communication with customers
• Collaborate with internal teams to ensure timely and accurate support