Note: The job is a remote job and is open to candidates in USA. Talentoma is hiring a Customer Support Agent to assist customers with product and service questions, account access, order updates, and routine concerns. The role handles and documents customer contacts, follows up on open issues, and escalates complex matters to support colleagues or a team lead.
Responsibilities
- Receive customer questions through a support queue, calls, emails, chat messages, and service tickets, then identify the purpose of each contact
- Verify relevant account details and review prior interaction notes before providing accurate product or service information
- Respond directly to routine questions using approved guidance, clear language, and steps that customers can follow
- Create and update tickets in a support platform such as Freshdesk, including the issue, actions taken, and agreed next steps
- Enter and review customer interaction details in a CRM such as HubSpot to maintain useful account context for future contacts
- Handle incoming and outgoing call activity through a contact-center phone system such as Five9 while documenting the conversation promptly
- Monitor open tickets, send follow-up messages when additional information is needed, and confirm whether the customer’s concern has been addressed
- Route complex, unresolved, or time-sensitive matters to a customer service team lead or the appropriate internal support colleague with complete notes
- Recognize recurring customer questions and share observations with the support team to improve available guidance and service information
- Meet quality expectations through accuracy, timely turnaround, complete notes, appropriate follow-up, and courteous customer interactions
Skills
- High school diploma or equivalent
- No experience required
- Familiarity with customer support workflows, including responding to customer questions and updating service tickets
- Ability to learn a support platform such as Freshdesk and apply ticket status, notes, and routing steps consistently
- Ability to learn a CRM such as HubSpot for reviewing customer context and updating interaction details
- Comfortable using a contact-center phone system such as Five9 for customer call handling and follow-up activity
- Strong written and verbal communication skills, active listening, and the ability to explain information clearly
- Ability to review details, follow established service guidance, and manage several open customer contacts responsibly
- Authorization to work in the United States
- Related experience preferred
Benefits
- Fully remote work from a dedicated home workspace in Florida, United States.
- Structured onboarding and training on Freshdesk, HubSpot, Five9, customer support workflows, and service guidance.
- Regular check-ins with the customer service team lead for coaching, questions, and work updates.
- Opportunities to build skills in ticket handling, customer communication, issue tracking, and service follow-up.
- Health coverage
- Paid leave
- Maternity leave
- Bonus opportunities
- Stipends
Company Overview