Customer success rep

Job Overview
We are looking for a highly detail-oriented Virtual Assistant to process customer support tickets through Zoho Desk and place utility and home service orders on behalf of our clients. This role involves reviewing customer information, entering data into multiple portals, and ensuring each order is completed accurately and efficiently.

This position requires strong computer skills, reliable internet, excellent attention to detail, and comfort working with sensitive customer information in a PCI-compliant environment.

Key Responsibilities
Process incoming tickets in Zoho Desk from our customer support team

Review customer details and verify accuracy before entering into order portals

Place utility and home service orders (electricity, gas, internet, etc.) using client-provided platforms

Follow step-by-step procedures (SOPs) for each order type

Update ticket statuses, add notes, and close out completed tasks

Escalate any issues or missing information to the support team

Maintain confidentiality and follow all PCI compliance requirements

Complete all work with high accuracy and attention to detail

Required Skills & Qualifications
Experience as a Virtual Assistant or similar administrative role

Strong computer skills and ability to work with multiple websites/portals

Familiarity with Zoho Desk or other ticketing systems (preferred but not required)

Excellent attention to detail and accuracy in data entry

Ability to follow instructions and established processes

Strong time-management skills and ability to meet deadlines

Reliable internet connection and quiet workspace

Ability to handle sensitive customer information safely and professionally

Preferred Qualifications
Experience with customer support, and/or order processing

Familiarity with CRMs or customer management software

Prior PCI-compliance experience (not required but a bonus)

What We’re Looking For
Someone who is dependable and consistent

Someone who can follow procedures carefully

Someone who is comfortable doing repetitive but important tasks

Someone willing to learn and grow long-term with our team

Excellent attention to detail and accuracy in data entry