{"id":3666397,"url":"https://alion.io/job/virtual-nation-customer-support-representative","title":"Customer Support Representative","company":{"id":3883808,"name":"Virtual Nation","domain":"vtnation.com","url":"https://alion.io/company/virtual-nation","size_band":"501-1000","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":"middle","employment_type":null,"work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"posting_text","remote_working_hours":null,"hiring_geo_confidence":"explicit","locations":["Nigeria"],"countries":["NG"],"hiring_countries":["NG"],"hiring_countries_total":1,"salary":null,"salary_estimate":null,"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Freshdesk","optional":true},{"name":"HubSpot","optional":true},{"name":"Intercom","optional":true},{"name":"Zendesk","optional":true}],"status":"live","first_seen_at":"2026-11-02T00:00:00Z","employer_posted_date":null,"last_verified_at":"2026-11-02T00:00:00Z","board_verified":false,"closed_at":null,"days_open":5,"trust":{"level":"not_scored","repost_count":null,"flags":[],"days_open":5},"description":"Customer Support Representative\nVirtual Nation, Nigeria, Remote, Full-time\n\nRole Overview\nVirtual Nation is looking for a dedicated, diligent Customer Support Representative to handle fast-evolving customer enquiries across our brands. You'll be the first point of contact for our customers, resolving issues quickly and keeping every conversation clear, calm, and professional.\n\nAbout Virtual Nation\nVirtual Nation (vtnation.com) runs multiple digital products and brands. That means customers may reach out with questions spanning different projects and services, so clarity and accuracy in every response really matter here.\n\nJob Description\nYou will respond to customer enquiries across multiple channels, resolve issues promptly, and keep accurate records of every interaction. Because Virtual Nation operates across several brands, you'll need to correctly categorise tickets, identify which project or brand an enquiry relates to, and respond accordingly, even when a customer's request is unclear or mixes multiple products together.\n\nKey Responsibilities\n\nRespond to customer enquiries via phone, email, live chat, and social media promptly and professionally\n\nCategorise tickets accurately by brand, project, and issue type\n\nUntangle and clarify confusing enquiries that span multiple projects or brands\n\nResolve customer complaints and issues by identifying root causes and providing effective solutions\n\nEscalate complex or unresolved issues to the appropriate internal team with clear notes\n\nMaintain accurate records of all customer interactions in the CRM system\n\nFollow up with customers to confirm issues have been fully resolved\n\nProvide accurate information about products, services, policies, and procedures\n\nStay up to date on all Virtual Nation brands and products to respond confidently\n\nIdentify recurring issues and feed insights back to the relevant team\n\nMeet or exceed performance targets for response time, resolution rate, and customer satisfaction\n\nSkills and Competencies Required\nMust-have:\n\n3+ years of experience in customer service, customer support, or a related client-facing role\n\nExcellent written and verbal communication skills\n\nStrong ability to categorise and prioritise tickets accurately\n\nAbility to clarify and resolve confusing or ambiguous enquiries\n\nStrong problem-solving and conflict-resolution skills\n\nAbility to multitask and manage multiple conversations at once\n\nCalm, patient, and professional under pressure\n\nFamiliarity with CRM or helpdesk/ticketing tools\n\nNice-to-have:\n\nExperience supporting multiple brands or products at once\n\nExperience using helpdesk tools (Zoho, Freshdesk, Zendesk, HubSpot, Intercom, or similar)\n\nBackground in tech, SaaS, or digital product support\n\nPerformance Metrics and KPIs\n\nAverage response time\n\nTicket resolution rate\n\nTicket categorisation accuracy\n\nCustomer satisfaction scores\n\nEscalation accuracy (right issue routed to the right team)\n\nWhat Success Looks Like\nAt 90 days: You're confidently handling enquiries across all brands, categorising tickets accurately, and resolving most issues without needing escalation.\n\nAt 1 year: You're a trusted first point of contact for customers, known for turning confusing, multi-brand enquiries into clear, fast resolutions. Your feedback has helped improve internal processes.\n\nGrowth Path\nStrong performers can grow into a Senior Support Representative or Customer Support Lead role, with more ownership over support processes and team coordination.\n\nCompensation and Benefits\n\nOpportunity to rise into a management role\n\nBonus and results-driven performance bonus\n\nRemote work culture\n\nFlexible and friendly environment\n\nCompetitive salary\n\nOpportunity for training and personal development\n\nWhy This Role Is Different\nYou're not just answering tickets. You're the person who makes sense of confusion across our brands so customers never feel lost. Your clarity directly protects how people experience Virtual Nation.\n\nApplication Process\nClick apply and follow the process to the best of your ability. Every step is a point that decides your employability in our company.\n\nThis application includes a short 7-question screening step so the team can learn a bit more about your fit before moving to interviews.\n\nQuick Facts\n\nBrand: Virtual Nation\n\nLocation: Nigeria\n\nWork location: Remote\n\nEmployment: Full-time\n\nIndustry: Technology\n\nJob level: Mid level\n\nMinimum hours: 40/week\n\nMinimum qualification: Diploma\n\nMinimum experience: 5+ years\n\nHow to apply: apply","description_format":"text","description_chars":4503,"description_truncated":false,"requirements":{"experience_years_min":5,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[{"name":"Nigeria","iso":"NG","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Custom Software Development","Digital Marketing"],"lifecycle":[{"event":"open","at":"2026-11-03T06:38:30Z"}],"visa":[],"liveness":{"score":84,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.842,"p_room":1,"age_days":5,"expected_fill_days":30,"reasons":["seen:5","win:early","comp:attention"],"computed_at":"2026-11-07T05:47:08Z"},"pay":null,"html_url":"https://alion.io/job/virtual-nation-customer-support-representative","json_url":"https://alion.io/job/virtual-nation-customer-support-representative.json","meta":{"generated_at":"2026-11-07T10:11:27Z","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":8884,"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":3883808},"rest":"https://alion.io/mcp/rest/get_company?id=3883808"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fvirtual-nation-customer-support-representative"},{"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%2Fvirtual-nation-customer-support-representative"},{"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%2Fvirtual-nation-customer-support-representative"},{"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/virtual-nation-customer-support-representative\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fvirtual-nation-customer-support-representative"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3666397}},{"tool":"search_jobs","arguments":{"company":"vtnation.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3666397},"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. Docs: https://alion.io/developers"}}