Website:
nsinn.com
Job details:
About the Role
At Northstar, we build and support digital products and connected technology solutions used by customers across different markets. We are looking for a Customer Support Executive who can provide friendly, clear, and solution-focused support to our customers in the USA. This is not a typical customer service role. You will understand customer concerns, troubleshoot technical or product-related issues, explain solutions through chat and calls, and guide customers through product setup and usage. You may also conduct product demonstrations and create internal support tickets when an issue requires further investigation.
You will work closely with physical products and devices available at our office. This will allow you to test customer-reported issues, perform regular quality checks, and provide practical solutions. If you enjoy solving problems, communicating with customers, and understanding how products work, this role is for you.
What You'll Do
Core responsibilities you'll own from day one.
01 Provide Chat and Call Support
Assist customers in the USA through chat and voice calls. Understand their concerns, ask the right questions, and provide clear and professional guidance.
02 Troubleshoot Customer Issues
Investigate technical and product-related problems. Reproduce issues when possible, identify the likely cause, and guide customers through the appropriate solution.
03 Conduct Product Demonstrations
Explain how products and their features work through phone calls, video calls, or online demonstrations. Help customers with setup, usage, and basic troubleshooting.
04 Create and Manage Support Tickets
Document customer concerns, troubleshooting steps, and outcomes in the internal ticketing system. Escalate unresolved issues to the appropriate team and follow up until they are resolved.
05 Perform Product Quality Checks
Regularly inspect and test physical products available at the office. Report quality concerns, maintain testing records, and help the team verify customer-reported problems.
06 Follow Up with Customers
Proactively connect with existing customers to understand their experience, identify ongoing requirements, and assist them with repeat purchases or related product needs.
What We're Looking For
We are looking for someone who communicates confidently, enjoys solving problems, and can work responsibly during USA business hours.
- 3 to 4 years of experience in customer support, technical support, customer service, or a similar role
- Fluent spoken and written English
- Comfortable providing support through phone calls, chat, email, and video calls
- Strong problem-solving and technical troubleshooting skills
- Ability to understand how a product works and explain it in simple language
- Experience creating, updating, and following up on customer support tickets
- Comfortable communicating with international customers
- Willing and able to work from the office during the night shift
- Patient, professional, and customer-focused approach
- Ability to manage work independently and coordinate with internal teams
Nice to Have
These skills are helpful but not required to apply.
- Experience supporting electronic products, smart devices, mobile applications, or connected products
- Experience using CRM, helpdesk, or ticket management software
- Experience conducting online product demonstrations
- Experience handling customer retention, follow-up, or repeat purchase calls
- Basic understanding of Bluetooth, Wi-Fi, mobile applications, or device connectivity
- Experience working with customers from the USA or other international markets
What We Offer
Everything you need to perform well and grow in your role.
- Opportunity to work with customers from international markets
- Hands-on experience with technology-driven products and applications
- Structured product training and internal support
- Direct collaboration with technical, product, and operations teams
- Opportunities to improve your technical troubleshooting and customer communication skills
- Competitive compensation and career growth opportunities
- A professional and supportive office environment
Click on Apply to know more.