{"id":3637922,"url":"https://alion.io/job/nexbridge-services-customer-support-representative-2","title":"Customer Support Representative","company":{"id":4495712,"name":"Nexbridge Services","domain":null,"url":"https://alion.io/company/nexbridge-services","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":null,"truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":null,"employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Kigali, Rwanda"],"countries":["RW"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Google Docs","optional":false},{"name":"Google Drive","optional":false},{"name":"Google Sheets","optional":false},{"name":"Microsoft Excel","optional":false}],"status":"live","first_seen_at":"2026-10-31T00:00:00Z","employer_posted_date":null,"last_verified_at":"2026-10-31T00:00:00Z","board_verified":false,"closed_at":null,"days_open":7,"trust":{"level":"not_scored","repost_count":null,"flags":[],"days_open":7},"description":"CUSTOMER SUPPORT REPRESENTATIVE Customer communication, case handling and BPO support \nDEPARTMENT \nCustomer Support / Operations \nEMPLOYMENT \nFull-time \nApplication deadline: 30th November 2026\nRole Summary \nLOCATION \nKigali, Rwanda \nREPORTS TO \nCustomer Support Manager \nProvide accurate, professional and timely customer support on behalf of company clients. Understand customer issues, provide approved information and solutions, maintain accurate case records, protect customer information and escalate matters outside authorized scope. \nKey Responsibilities \nServe as a primary point of contact and identify the customer’s actual issue using clear questions and active listening. \nCommunicate clearly, professionally and respectfully with customers. \nProvide accurate information and approved solutions using current scripts, knowledge articles, product/process rules and authorized system access. \nResolve eligible issues at first contact where possible; otherwise escalate with complete evidence and appropriate urgency. \nRecord customer interactions, actions taken, commitments, case status and follow-up requirements accurately. \nFollow up unresolved cases until closure or formal transfer and maintain clear handover information. \nHandle difficult or sensitive customer situations professionally and support service recovery. \nComplete required customer authentication and follow privacy, data-protection and applicable fraud/KYC/AML/account-risk procedures. \nUse only approved client systems, scripts, processes and permissions; never make client-reserved decisions independently. \nSupport quality reviews, identify recurring service issues and contribute to improvements in scripts, procedures and knowledge materials. \nRequired Skills \nStrong customer-service orientation, active listening, fluent spoken and written English, clear communication, patience, problem solving, accurate record keeping, attention to detail, good escalation judgment, ability to work under pressure, confidentiality and teamwork. \nLanguage \nFluent working English is required. Kinyarwanda is not required for this position. \nComputer & Digital Skills \nMust be comfortable working on a computer throughout the day.\nRequired: Microsoft Excel, Google Sheets, Google Drive/shared files, Word/Google Docs, professional email, internet browsers, multiple tabs/systems, CRM/ticketing/case management tools, digital knowledge bases, accurate data entry and electronic record keeping.\n Apply","description_format":"text","description_chars":2473,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":[],"lifecycle":[{"event":"open","at":"2026-11-02T21:03:10Z"}],"visa":[],"liveness":{"score":85,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.854,"p_room":1,"age_days":7,"expected_fill_days":25,"reasons":["seen:7","win:early"],"computed_at":"2026-11-07T05:47:08Z"},"pay":null,"html_url":"https://alion.io/job/nexbridge-services-customer-support-representative-2","json_url":"https://alion.io/job/nexbridge-services-customer-support-representative-2.json","meta":{"generated_at":"2026-11-07T20:46:40Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":33194,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-08T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":4495712},"rest":"https://alion.io/mcp/rest/get_company?id=4495712"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fnexbridge-services-customer-support-representative-2"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fnexbridge-services-customer-support-representative-2"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fnexbridge-services-customer-support-representative-2"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/nexbridge-services-customer-support-representative-2\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fnexbridge-services-customer-support-representative-2"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3637922}},{"tool":"search_jobs","arguments":{"company":4495712,"detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3637922},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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