The opportunity
What you will own
- Respond to customer enquiries through approved ticket, chat, email and support channels.
- Resolve common account, navigation, subscription, service and product-usage questions using approved knowledge resources.
- Classify, document and route technical, billing, clinical, security, identity or network issues to the correct specialist queue.
- Maintain accurate case notes, customer expectations and follow-up commitments.
- Recognise urgent safety, security or service-impacting issues and escalate them promptly.
- Contribute recurring customer questions and pain points to knowledge and product-improvement processes.
What you bring
Core qualifications
- Strong written and spoken English and professional customer-service communication; additional languages are welcome.
- Confident digital literacy and ability to learn multiple CloudTen products and support tools.
- Reliable remote work environment, dependable connectivity and ability to follow security requirements.
- Empathy, patience, attention to detail and disciplined documentation.
- Previous support experience is valuable, but strong candidates with demonstrable service capability may be considered.
Additional strengths
Preferred experience
- Experience in SaaS, telecoms, digital health, education technology or technology customer service.
- Customer-service, IT support or digital-skills certification.
- Experience supporting customers across more than one country or time zone.
Employment, compensation and fair recruitment
The published USD range is a U.S.-market reference range for this role. Final compensation, benefits, employment classification, payroll, tax treatment and statutory entitlements are determined by the employing entity, work location, experience and applicable law.
CloudTen does not charge candidates recruitment, placement, processing or employment fees. Qualified applicants are assessed against job-related requirements. Reasonable accommodation is available during recruitment where required by applicable law.
Support operations may use scheduled shifts, including evening or weekend coverage where business needs require it. Scheduling, working time, rest periods and statutory entitlements are governed by the applicable employment arrangement and law.
BYU-Pathway Worldwide students and graduates: qualified candidates are especially welcome to apply. Participation in recognised CloudTen talent-development or university programmes may receive positive consideration where lawful, while appointments remain merit-based and subject to the published requirements.
