Remote Customer Support Agent

PULSE; Sharjah; Remote; AED 48,000 - 72,000; Full time

Benefits offered by this job

Fully remote work environment

Competitive entry-level compensation

Paid onboarding and training

Full-time and part-time opportunities

Flexible scheduling

Job summary

PULSE is seeking an entry-level Remote Customer Support Agent to help customers with questions, orders, and account needs via email, chat, and phone. Training will be provided, and no prior experience is required.

The role emphasizes clear communication, problem solving, and data accuracy in a fully remote environment. Ideal candidates are organized, dependable, and comfortable using standard software and support platforms.

Qualifications

• High school diploma, GED, or equivalent.
• Basic computer and typing proficiency.
• Strong written and verbal communication skills.
• Friendly, patient, and professional communication style.
• Good listening and problem-solving abilities.
• Strong attention to detail and accuracy.
• Good organizational and time-management skills.
• Ability to follow established procedures.
• Ability to manage multiple routine customer requests.
• Ability to work independently in a remote environment.
• Willingness to learn new software and processes.
• Ability to maintain confidentiality.
• Reliable internet connection and suitable remote workspace.

Responsibilities

• Respond to customer questions professionally and courteously.
• Assist with routine product, service, order, and account inquiries.
• Provide accurate information using approved company resources.
• Guide customers through standard processes and next steps.
• Resolve common questions and concerns within established guidelines.
• Follow up on pending requests when necessary.
• Escalate complex or unresolved issues appropriately.
• Maintain a positive customer experience.
• Create and update customer support tickets.
• Route billing, technical, or specialized concerns to the appropriate team.
• Enter and update customer information in company systems.
• Protect confidential customer information.

Skills

Written communication

Verbal communication

Active listening

Problem solving

Time management

Data entry

Typing proficiency

Remote work

Organization

Education

High school diploma or equivalent

Tools

CRM systems

Ticket management

MS Office / Google Workspace

Job description

Position Overview

We are seeking a friendly, dependable, and customer-focused Remote Customer Support Agent to join our team. This entry-level position is responsible for assisting customers with questions, account needs, orders, service requests, and routine issue resolution through approved communication channels.

The ideal candidate communicates clearly, listens carefully, stays organized, and enjoys helping others. You should be comfortable using computers, email, chat platforms, and online customer support systems.

Previous professional experience is not required. Training and ongoing guidance will be provided. Recent graduates, career changers, individuals returning to the workforce, and candidates seeking their first remote role are encouraged to apply.

Key Responsibilities

Customer Support

• Respond to customer questions professionally and courteously.
• Assist with routine product, service, order, and account inquiries.
• Provide accurate information using approved company resources.
• Guide customers through standard processes and next steps.
• Resolve common questions and concerns within established guidelines.
• Follow up on pending requests when necessary.
• Escalate complex or unresolved issues appropriately.
• Maintain a positive customer experience.

Email, Chat & Phone Support

• Assist customers through approved communication channels.
• Provide clear and accurate written or verbal responses.
• Use approved scripts, templates, and knowledge resources.
• Manage multiple routine customer requests when required.
• Maintain professionalism during challenging interactions.
• Route specialized inquiries to appropriate departments.

Ticket & Case Management

• Create and update customer support tickets.
• Categorize incoming requests accurately.
• Maintain clear and complete case notes.
• Track open and pending customer issues.
• Update ticket status as work progresses.
• Follow established response and resolution procedures.
• Document completed actions.
• Close resolved cases appropriately.

Account & Order Support

• Assist with routine account updates and service requests.
• Verify customer information according to established procedures.
• Provide approved order or account status information.
• Process authorized changes when permitted.
• Document account-related actions accurately.
• Route billing, technical, or specialized concerns to the appropriate team.

Customer Records & Data Entry

• Enter and update customer information in company systems.
• Maintain accurate account and contact records.
• Document customer interactions and resolutions.
• Review information for accuracy and completeness.
• Identify missing, duplicate, or inconsistent information.
• Make routine corrections when authorized.
• Protect confidential customer information.

Issue Resolution

• Listen carefully to understand customer concerns.
• Ask appropriate questions to identify the issue.
• Follow established troubleshooting procedures.
• Explain solutions and next steps clearly.
• Resolve routine problems within assigned responsibilities.
• Escalate issues requiring specialized assistance.
• Record resolutions accurately.

Team Collaboration

• Communicate professionally with supervisors and coworkers.
• Coordinate customer requests with other departments.
• Provide updates on unresolved or pending cases.
• Ask for assistance when issues fall outside assigned responsibilities.
• Participate in virtual meetings, coaching, and training sessions.
• Maintain dependable communication during scheduled work hours.

Required Qualifications

• High school diploma, GED, or equivalent.
• Basic computer and typing proficiency.
• Strong written and verbal communication skills.
• Friendly, patient, and professional communication style.
• Good listening and problem-solving abilities.
• Strong attention to detail and accuracy.
• Good organizational and time-management skills.
• Ability to follow established procedures.
• Ability to manage multiple routine customer requests.
• Ability to remain professional during challenging interactions.
• Ability to work independently in a remote environment.
• Willingness to learn new software and processes.
• Ability to maintain confidentiality.
• Reliable internet connection and suitable remote workspace.

Preferred Qualifications

Previous professional experience is not required. Familiarity with any of the following may be helpful:

• Customer service or customer support.
• Email, chat, or phone support.
• CRM or ticket-management systems.
• Microsoft Office or Google Workspace.
• Data entry and customer records.
• Account or order processing.
• Basic troubleshooting.
• Remote collaboration tools.

Experience gained through retail, hospitality, internships, volunteer work, academic projects, freelance assignments, or other customer-facing activities may also be relevant.

Skills & Competencies

• Customer-focused communication.
• Active listening and patience.
• Problem solving.
• Written communication.
• Data entry and accuracy.
• Attention to detail.
• Time management.
• Computer and typing proficiency.
• Dependability and professionalism.
• Confidential information handling.

What We Offer

• Fully remote work environment.
• Competitive entry-level compensation.
• Paid onboarding and training.
• Full-time and part-time opportunities.
• Flexible scheduling for qualifying positions.
• Paid time off and company holidays.
• Health, dental, and vision benefits where applicable.
• Professional development opportunities.
• Ongoing coaching and feedback.
• Career advancement opportunities.
• Company-provided equipment where applicable.
• Supportive remote team environment.

Ideal Candidate

You may be a strong fit if you enjoy helping people, communicating clearly, and solving routine customer problems. You are patient, dependable, organized, comfortable learning new systems, and able to work independently while staying connected with a remote team.

This position can provide a foundation for a career in customer support, customer service, client services, account support, or customer operations.

Equal Opportunity Statement

We are committed to providing equal employment opportunities and maintaining a respectful and inclusive workplace. Qualified applicants will be considered based on their skills, qualifications, and ability to perform the responsibilities of the position without discrimination based on characteristics protected by applicable law.