Customer Service Representative

Vultr is a global cloud infrastructure company providing accessible, scalable cloud computing, GPU, bare metal, and storage solutions to enterprises and AI innovators. The Customer Service Representative will respond to customer inquiries, troubleshoot account and billing issues, manage high ticket volumes, document resolutions, and maintain strong customer satisfaction while supporting a 24/7 operations environment.

Responsibilities:

• Respond to customer inquiries regarding Vultr products and services through ticketing systems and other support channels
• Maintain professional and clear communication with both customers and internal teams, providing status updates and confirming resolution until the issue is fully closed
• Troubleshoot account and billing issues by reviewing account subscriptions, billing statements, and platform data using established procedures and documentation
• Manage multiple tickets and prioritize tasks efficiently with a sense of urgency while maintaining a positive customer support experience
• Document and summarize interactions and resolutions accurately
• Develop proficiency in Vultr’s products, services, billing rates, and procedures
• Follow established workflows and contribute to process improvements
• Maintain high customer satisfaction scores (CSAT) while meeting
• Meet performance metrics such as ticket resolution time and first contact resolution rate (FCR)
• Participate in ongoing training and development opportunities
• Participate in a 24/7 team-based operations environment, including scheduled shift coverage as determined by business needs

Requirements:

• 1+ years of experience resolving billing and account issues in a high-volume contact center supporting customers in the cloud hosting, SaaS, IaaS, or related technology industry
• Strong customer service skills and the ability to communicate clearly in high-pressure situations
• Ability to manage multiple tickets or issues simultaneously while adapting to shifting priorities
• Strong written and verbal communication skills, including the ability to explain complicated billing issues and policies clearly to customers
• Proficiency in the English language