Customer Service & Support Specialist

Company Overview Venteck Limited, Inc. is a business software development company serving medium-sized businesses and government entities. We design and support enterprise-level solutions for document management, digital workflow automation, and secure business operations. As a small, fast-paced organization, we value team members who are logical thinkers, quick learners, excellent troubleshooters, and highly self-sufficient .

We also place strong emphasis on warm, people-friendly customer service and clear communication. Position Title Customer Service & Support Specialist Location Onsite (USA-based preferred) Employment Type Full-Time or Part-Time Position Purpose The Customer Service & Support Specialist serves as the primary point of contact for Venteck customers, ensuring they receive prompt, friendly, and practical support.

This role manages all incoming inquiries through Zoho Desk , creates and assigns tickets, troubleshoots issues, and coordinates with the technical team to ensure timely resolution. This position requires someone who is people-oriented, detail-focused, and comfortable working independently in a rapidly evolving environment.

Core Duties & Responsibilities Monitor the Zoho Desk support queue and respond to customer inquiries. Provide friendly, professional, and customer-focused communication at all times. Create, categorize, assign, and update tickets based on issue type and priority. Troubleshoot incoming issues to gather meaningful information before escalation.

Coordinate with development and technical support teams to resolve tickets. Follow up with customers to ensure satisfaction and closure. Maintain detailed internal notes and accurate ticket histories. Track recurring issues and recommend improvements to processes or documentation. Assist with creating and updating knowledge base articles.

Support occasional administrative tasks related to customer care.

Requirements

Required Skills

& Qualifications Exceptional customer service and interpersonal skills : patient, friendly, and clear. Strong troubleshooting and logical reasoning abilities. Fast learner with ability to understand software products and workflows. Excellent written and verbal English communication skills. Prior experience with Zoho Desk or similar ticketing platforms.

Ability to work independently and manage multiple priorities. Highly organized with strong attention to detail. Reliable remote work setup (internet, computer, quiet workspace).

Preferred Qualifications

Experience in IT support, SaaS environments, or software service companies. Familiarity with the Zoho One ecosystem (Desk, Projects, CRM, WorkDrive). Experience supporting medium-sized businesses or government clients. Bilingual (English/Spanish) a plus. Working Conditions Remote work environment; flexible scheduling.

High-velocity, fast-paced workflow with direct interaction with leadership. Occasional video meetings with internal teams and customers.

Benefits

Flexible hours Positive, people-focused company culture Career advancement opportunities Training and mentorship available Ability to contribute directly to company growth