Customer Support Specialist (US Hours)

Contract Details

This is a full-time 6 month contract position from March 2026 through August 2026. All contractors begin with a 1-month probation period, after which the contract extends through the end of August. There is limited possibility to extend depending on business needs.

Interested candidates should submit an application using the following link:

APPLY HERE: https://noteforms.com/forms/umbrella-application-hknmdu

About the Role

Umbrella BPO is seeking highly skilled Customer Support Specialists to deliver exceptional service to our US-based clients. You'll handle live chat, email, and phone support through Zendesk, ensuring every customer interaction is professional, efficient, and solution-oriented.

Our clients will train you on their specific products, systems, and processeswhat we need from you is the ability to learn fast, think on your feet, and figure things out independently. This is a US timezone position. Candidates must be available to work US business hours (Pacific, Mountain, Central, or Eastern time depending on client needs).

Key Responsibilities

• Provide real-time support via Zendesk live chat, responding quickly and accurately
• Handle customer inquiries and issue resolution through Zendesk email tickets
• Manage inbound phone calls with professionalism and clarity (English phone experience required)

Technical Troubleshooting

• Diagnose and resolve customer issues related to client products and services
• Escalate complex technical problems to appropriate internal teams when needed

Documentation & Knowledge Management

• Maintain accurate records of all customer interactions and resolutions
• Contribute to knowledge base articles and support documentation

Process Improvement

• Identify opportunities to improve support workflows and efficiency
• Collaborate with team members and management to implement enhancements

Quality Assurance

• Maintain high service standards across all communication channels
• Participate in QA reviews and ongoing training programs

Requirements

• Excellent English fluency written, verbal, and phone (you will be communicating with US customers daily via chat, email, and phone calls)
• Prior experience handling phone support in English required
• Minimum 3 years of customer support experience, preferably in a BPO or SaaS environment
• Zendesk experience strongly preferred
• Excellent problem-solving and multitasking abilities
• Bachelor's degree (preferred but not required)

Mindset & Learning Ability

• Fast learner you pick up new tools, products, and processes quickly
• Resourceful problem-solver you Google, search the knowledge base, and exhaust options before asking for help
• Self-directed you take ownership and don't need hand-holding after initial training
• Adaptable comfortable with change and able to shift priorities as business needs evolve

Speed + Accuracy

• Quick and precise you respond fast without sacrificing quality
• Strong reading comprehension you fully understand the customer's issue before responding (no canned replies that miss the point)
• High typing speed (60+ WPM preferred) essential for managing live chat volume while maintaining thoughtful, accurate responses

Logistics (Non-Negotiable)

• Ability to work US timezone hours (night shift in PH)
• Reliable internet connection and quiet workspace
• Dedicated to this role not working multiple positions simultaneously

Compensation

$36+ USD/hour (depending on experience)

Working Conditions

This is a remote, independent contractor position requiring consistent availability during US business hours. You must be comfortable working night shifts (Philippine time) and adapting to client needs.

If you're a skilled communicator who thrives in fast-paced support environments and takes pride in delivering outstanding customer experiences, we'd love to hear from you.

Umbrella BPO is an equal opportunity employer. We welcome candidates from all backgrounds.

How to Apply: https://noteforms.com/forms/umbrella-application-hknmdu