Customer Support Specialist

About Efani

Efani is a secure mobile service provider that’s focused on cybersecurity. It’s built to protect users from mobile-threats like SIM swap attacks , eavesdropping, identity tracking, and other security vulnerabilities. We use a “mobile virtual network operator” (MVNO) model, meaning we don’t own the physical network towers; we lease infrastructure from big U.S. carriers (like AT&T and Verizon) but layer our own security on top.

Responsibilities

We’re looking for a Customer Support Specialist with an authentic American accent and a passion for delivering a high-touch client experience. You’ll be the first point of contact for Efani customers and you will be answering calls, handling chats, resolving issues, and ensuring every client interaction reflects our reputation for reliability and security. This is a non-sales role focused on support, troubleshooting, and client satisfaction.

• Answer inbound calls, chats, and emails from Efani customers promptly and professionally.
• Assist clients with SIM activations, plan questions, billing inquiries, and troubleshooting.
• Maintain a calm, polite, and confident tone — always representing Efani’s premium image.
• Accurately record customer interactions and resolutions in the CRM / support system.
• Escalate complex or technical issues to internal specialists when needed.
• Collaborate with the operations and engineering teams to improve customer experience.
• Follow scripts and SOPs, but also apply judgment to deliver empathetic, human support.

Key Performance Indicators

Requirements

Seniority level

Associate

Employment type

Full-time

Job function

Information Technology

Industries

IT Services and IT Consulting

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