Customer Support Agent for SaaS PDF Platform

We are looking for a full-time Customer Support Agent to assist users of our SaaS platform, PDFWizard, which allows customers to edit, convert, sign, compress, merge, and manage PDF files online.

Your role will focus on:

- Responding to customer inquiries via email and chat
- Helping users troubleshoot issues with PDF tools
- Providing clear instructions for file conversions, signatures, editing, etc.
- Handling billing questions, subscription issues, and refund requests
- Escalating technical bugs when needed
- Ensuring a fast and professional customer experience
- Reporting recurring issues and suggesting improvements

We are looking for someone reliable, detail-oriented, fast at replying, and comfortable with technology.
Excellent written English is essential.

Long-term collaboration is expected.

Deliverables
The selected freelancer will be responsible for delivering:
- Daily customer support via email/chat
- Clear and professional responses using our internal templates
- Troubleshooting guidance for PDF editing/conversion/signing issues
- Escalation of technical bugs to the development team
- Billing and subscription support (trial, renewals, cancellations)
- Daily/weekly reports of support activity
- Proper documentation of recurring user issues
- High satisfaction rate and low refund ratio