Remote Virtual Assistant: Customer Service Representative - Remote Eligible

Virtual Assistant

We are urgently hiring a highly skilled, full-time Virtual Assistant to join our team. This long-term role is the primary customer-facing position, providing multi-channel technical support for our real-time GPS Tracking hardware and software services (Internet of Things / IoT devices).

Key Responsibilities & Tools

• Customer Support (Voice & Chat): Handle high-volume inbound/outbound calls (Dialpad) and real-time chat (Freshchat) for device troubleshooting, account issues, and general inquiries.
• Technical Troubleshooting: Diagnose and resolve issues related to GPS device connectivity, activation, geo-fencing, and IoT application errors.
• Account & Billing: Process new subscriptions, cancellations, billing disputes, and account updates using Freshdesk CRM.
• Efficiency: Utilize tools like ChatGPT and Google Translator to ensure quick, accurate, and documented resolutions in ticketing software.

Essential Requirements & Qualifications

• Experience: Minimum 2 years of experience as a Customer Service Representative (CSR) or Call Center Agent handling technical support via phone, chat, and email.
• Technical Knowledge: Proven experience or strong knowledge supporting Subscription-Based IoT devices, Telecommunications, or complex technical products (e.g., GPS Trackers, Smart Home, Cellular Services) is preferred, not required.
• English Fluency (Non-Negotiable): Must have Native-Level / Fluent English (written and verbal). Ability to maintain a clear, neutral accent and confidently manage professional customer calls is critical for this voice/phone support role.
• Schedule: Ability to commit to full-time Night Shift hours: Monday to Friday, 10:00 AM – 7:00 PM EST.

System Requirements

Main Device :

• Processor : Intel Core i3 / Ryzen 3 (5th Gen or higher) or AMD equivalent.
• RAM : 8 GB or higher.
• Storage : Minimum of 112 GB.
• Internet Speed : At least 20 Mbps for both download and upload speeds.

Backup Device :

• Processor : Intel Core i3 / Ryzen 3 (5th Gen or higher) or AMD equivalent.
• RAM : Minimum 4 GB.
• Storage : Minimum of 112 GB.
• Internet Speed : At least 10 Mbps for both download and upload speeds.

Noise-cancelling Headset

Note : The use of mobile phones or tablets is not accepted for this role.