Customer Support Representative

About the role

Fireclay Corp is seeking a Customer Support Representative to assist clients with software‑related inquiries. The role is fully remote, offering the chance to work with a dynamic team that supports development, testing, and internal technology operations.

Key responsibilities

• Respond to customer requests concerning software development, technical support, application delivery, systems, testing, and internal technology operations.
• Document each interaction with detailed notes, next steps, and follow‑up actions.
• Resolve routine questions using documented procedures and escalate complex or sensitive cases as needed.
• Maintain communication through email, chat, phone, or web‑based channels, adapting tone to each customer’s needs.
• Meet defined service‑quality, response‑time, and documentation standards.

Required profile

• Excellent written and verbal communication with a professional, solution‑focused approach.
• Ability to quickly learn and use CRM and ticketing workflows.
• Strong documentation and follow‑up habits.
• Entry‑level candidates with prior customer‑facing experience or transferable communication experience.

Required skills

• Familiarity with CRM systems.
• Experience with ticketing platforms and multi‑channel support (email, chat, phone, web).

What we offer

• Competitive salary ranging from $50,500 to $59,500 per year.
• Full‑time remote work within the United States.
• Opportunity to grow within a technology‑focused environment.