Taking applicationsVoice Support·Posted 15h ago
Customer Support Agent
Fresh PrintsVerified company
India (Remote)
Pay
Not listed
Job type
Full-time · Remote
Hours
US hours
Location
India (Remote
EnglishMid level
About the role
A Level 1 support role handling inbound tickets from US customers about package deliveries, tracking exceptions and missing or delayed shipments. It requires hands-on knowledge of US last-mile carriers and tracking statuses, and the schedule is fixed to US Pacific hours with weekend coverage.
What you'll do
- Handle inbound customer support tickets about US package deliveries
- Investigate shipment issues and give accurate updates
- Interpret carrier tracking statuses and delivery exceptions
- Follow predefined workflows for delivery exceptions
- Communicate shipment status and next steps empathetically
- Coordinate with carriers and internal teams on investigations
- Escalate issues outside established workflows
- Document customer interactions and resolutions
What you'll need
- 2+ years customer support experience
- Experience with US e-commerce, parcel delivery or last-mile operations
- Knowledge of major US carriers such as USPS, UPS, FedEx, Amazon Logistics
- Ability to explain tracking statuses and delivery exceptions
- Working knowledge of US ZIP codes, shipping zones and routes
- Strong written communication
- Comfortable with ticketing systems and structured workflows
- Calm and empathetic with frustrated customers
Skills
US last-mile delivery knowledgeCarrier tracking statusesUSPS/UPS/FedEx/Amazon Logistics familiarityTicketing systemsWritten communicationAttention to detailDocumentationUS ZIP codes and shipping zones
Benefits
Career growthCollaborative work environmentCompetitive salary based on experience
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