Note: The job is a remote job and is open to candidates in USA. Talentoma is hiring a Customer Support Representative to assist customers through phone, email, and live chat. The role answers questions, documents and follows up on support requests, and routes complex or recurring concerns to the appropriate internal contacts.
Responsibilities
- Receive customer questions through a shared queue, phone calls, emails, and live chat, identify the reason for contact, and provide helpful responses using approved product or service information
- Review available customer details and prior conversation notes in a CRM such as Pipedrive before responding, so each interaction begins with relevant context
- Create, update, and organize service tickets in a support platform such as Oracle Service Cloud, capturing the question, actions taken, guidance provided, and next step
- Respond to live customer conversations through a live chat tool such as Olark, using clear language and confirming that the customer understands the information shared
- Handle inbound phone conversations through a contact-center phone system such as RingCentral, verify the request, summarize the discussion, and record complete notes after each contact
- Search approved knowledge resources to locate current product or service details and explain options without making unsupported commitments
- Ask focused follow-up questions when information is missing, then reconnect with customers through the appropriate channel when an update or clarification is available
- Route complex, unresolved, or recurring concerns to the customer service team lead or designated internal contact, including a concise summary and relevant interaction history
- Coordinate with the support team on recurring customer questions, inaccurate knowledge resources, or patterns that may need further review
- Maintain quality through accurate responses, timely turnaround, complete notes, appropriate follow-up, and correct routing of questions that need additional help
Skills
- High school diploma or equivalent
- Authorization to work in the United States
- Ability to understand product or service information and translate it into straightforward, customer-friendly explanations
- Ability to use a CRM such as Pipedrive and a support platform such as Oracle Service Cloud after training
- Comfort navigating a live chat tool such as Olark and a contact-center phone system such as RingCentral
- Strong listening, clear writing, and calm verbal interaction skills when responding to different customer questions
- Ability to keep organized interaction notes, follow established response steps, and recognize when to involve a team lead
- Related experience
- Familiarity with assisting customers by phone, email, or online chat
Benefits
- Fully remote work from home in Oregon, United States.
- Structured onboarding and training on Pipedrive, Oracle Service Cloud, Olark, and RingCentral.
- Regular check-ins with the customer service team lead to discuss questions, learning progress, and support priorities.
- Opportunities to build customer conversation, service ticket, product knowledge, and escalation routing skills.
- Health coverage
- Paid leave
- A 401(k)
- Maternity leave
- Stipends
Company Overview