Customer Support Executive (US Timezone)
Full Time - Remote @ITJobs.lk posted 1 hour ago in IT Support & Administration: Email JobJob Description
Company: A leading IT Firm in Sri Lanka
Work Arrangement: 100% Fully Remote
Shift Schedule: US Timezone
Position Overview
On behalf of a premier, fast-growing IT Firm in Sri Lanka, ITJobs.lk is seeking exceptional, articulate Customer Support Executive. In this role, you will work directly with US-based enterprise customers, serving as the primary point of contact to resolve issues, answer technical queries, and deliver an unparalleled customer experience.
This role requires individuals with flawless English communication skills, high technical aptitude, and the willingness to work in alignment with US time zones from a remote setup in Sri Lanka.
Key Responsibilities
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Respond to US customer inquiries via phone, email, and live chat channels in a timely, highly professional manner.
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Diagnose and troubleshoot technical customer issues, providing clear solutions or escalating complex cases to engineering teams.
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Maintain accurate records of customer interactions, issues, and resolutions within the corporate CRM system.
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Guide customers seamlessly through product features, setup processes, and technical best practices.
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Identify recurring issues and provide structured feedback to product, engineering, and QA teams.
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Process orders, returns, refunds, or account changes in compliance with corporate policies.
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Consistently meet or exceed performance metrics such as response time, resolution time, and customer satisfaction (CSAT) scores.
Required Qualifications & Experience
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Education: Higher National Diploma (HND) or a Bachelor’s Degree in Information Technology, Computing, Computer Science, or a closely related field.
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Experience: 1–3 years of solid experience in customer service, technical support, or a related international BPO/SaaS environment.
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Communication: Exceptional verbal and written English communication skills with a neutral accent or global corporate vocabulary.
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Shift Flexibility: Absolute comfort and readiness to work fixed or rotational night shifts matching US time zones.
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Technical Proficiency: Experience with CRM/Ticketing software (e.g., Salesforce, Zendesk, HubSpot) and basic modern computer applications.
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Strong problem-solving abilities, multitasking skills, and an empathetic, customer-first mindset.
Preferred Qualifications
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Prior experience in the SaaS, e-commerce, tech infrastructure, or fintech industries.
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Strong technical aptitude for troubleshooting software, APIs, or integration issues.
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Experience in a consultant or advisory capacity within an international help desk.
Key Skills Matrix
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Communication: Clear, empathetic verbal and written interaction.
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Problem-Solving: Efficiently diagnosing bugs/issues and implementing effective workarounds.
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Time Management: Handling multiple tickets, chats, or calls simultaneously in a fast-paced environment.
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Conflict Resolution: Safely de-escalating frustrated or upset customers with professional tact.
How to Apply
If you are a tech-savvy professional looking to build a career dealing with international global clients, apply directly via our website or email your CV to hello@itjobs.lk with the subject line “Customer Support Executive – US Shift”.
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