Account Support Agent

Talentoma; Michigan; Remote; USD 39,000 - 55,000; Full time

Job summary

Talentoma is seeking an Account Support Agent to help customers with their accounts, answer questions, and perform permitted updates so customers can continue using services with confidence. This fully remote role is based in Michigan, United States, requiring a 40-hour weekly commitment and schedule flexibility.

You will work under a customer service team lead and collaborate with the support team, internal service specialists, and customers.

Qualifications

• High school diploma or equivalent.
• No experience required; related experience in account support, customer assistance, or administrative service work is preferred.
• Familiarity with account management, case management, and service request management concepts, including tracking an issue from initial contact through completion.
• Basic understanding of customer information systems, information management, and data quality, including accurate account details, clear notes, and careful handling of customer information.
• Willingness to learn the named CRM, support, and knowledge base systems and follow approved instructions rather than guess at unfamiliar answers.
• Clear written communication and the ability to explain account steps patiently, ask focused questions, and confirm understanding.
• Ability to prioritize assigned requests, recognize when assistance is needed, and maintain organized notes while working independently.
• Access to a reliable computer, high-speed internet, and quiet private workspace; availability for the 40-hour weekly commitment and agreed working days and shift times.
• Authorization to work in the United States.
• Fully remote work from home within Michigan, with responsibilities completed through desk-based customer contact and account support systems.
• Structured onboarding and training on a CRM such as HubSpot, a Support platform such as Zendesk, and a knowledge base platform such as Notion.
• Regular check-ins with the team lead to review questions, discuss feedback, and reinforce consistent account support practices.
• Opportunities to build account management, case management, information management, and customer communication skills through everyday requests.
• Health coverage, paid leave, a 401(k), maternity leave, and bonus opportunities.

Responsibilities

• Receive customer questions through an assigned email and service ticket queue, identify the account involved, and establish what help the customer needs.
• Complete standard account checks before discussing account details or making permitted changes, following established instructions for handling customer information carefully.
• Review previous contacts and account information using a CRM such as HubSpot to understand the request and avoid asking customers to repeat explanations.
• Answer questions about account settings, service availability, contact preferences, and routine account updates using clear language that customers can understand and act on.
• Make permitted account changes, verify the updated information, and explain the result without promising actions or outcomes outside the role's authority.
• Track each request using a Support platform such as Zendesk, recording the customer's concern, checks completed, actions taken, and any remaining steps.
• Consult a knowledge base platform such as Notion for approved account support instructions, and flag unclear guidance to the customer service team lead.
• Follow up when information is missing or an internal response is pending, keeping customers informed and checking whether the original question has been answered.
• Escalate unresolved account issues to the customer service team lead or designated service specialist, including useful context and a clear explanation of assistance needed.
• Close completed requests with accurate notes and appropriate status updates; quality is assessed through accuracy, turnaround, complete notes, and consistent follow-up.

Skills

Customer service

Account management

Case management

Information management

Data quality

Written communication

Organizational skills

Remote work

Attention to detail

Education

High school diploma or equivalent

Tools

HubSpot

Zendesk

Notion

Job description

Monthly Pay: $3,533 - $4,962 USD per month

Summary

When customers need help with their accounts, this role makes sure they receive clear answers and know what happens next. The Account Support Agent handles everyday account questions, checks account information, and completes permitted updates so customers can continue using services with confidence. As part of the account support team, the agent works under a customer service team lead and collaborates with customers, the support team, and internal service specialists. This is a fully remote position offering work from home in Michigan, United States. The role requires a 40-hour weekly commitment. Working days and shift times may vary.

Job Responsibilities

• Receive customer questions through an assigned email and service ticket queue, identify the account involved, and establish what help the customer needs.
• Complete standard account checks before discussing account details or making permitted changes, following established instructions for handling customer information carefully.
• Review previous contacts and account information using a CRM such as HubSpot to understand the request and avoid asking customers to repeat explanations.
• Answer questions about account settings, service availability, contact preferences, and routine account updates using clear language that customers can understand and act on.
• Make permitted account changes, verify the updated information, and explain the result without promising actions or outcomes outside the role's authority.
• Track each request using a Support platform such as Zendesk, recording the customer's concern, checks completed, actions taken, and any remaining steps.
• Consult a knowledge base platform such as Notion for approved account support instructions, and flag unclear guidance to the customer service team lead.
• Follow up when information is missing or an internal response is pending, keeping customers informed and checking whether the original question has been answered.
• Escalate unresolved account issues to the customer service team lead or designated service specialist, including useful context and a clear explanation of assistance needed.
• Close completed requests with accurate notes and appropriate status updates; quality is assessed through accuracy, turnaround, complete notes, and consistent follow-up.

Qualifications

• High school diploma or equivalent.
• No experience required; related experience in account support, customer assistance, or administrative service work is preferred.
• Familiarity with account management, case management, and service request management concepts, including tracking an issue from initial contact through completion.
• Basic understanding of customer information systems, information management, and data quality, including accurate account details, clear notes, and careful handling of customer information.
• Willingness to learn the named CRM, support, and knowledge base systems and follow approved instructions rather than guess at unfamiliar answers.
• Clear written communication and the ability to explain account steps patiently, ask focused questions, and confirm understanding.
• Ability to prioritize assigned requests, recognize when assistance is needed, and maintain organized notes while working independently.
• Access to a reliable computer, high-speed internet, and quiet private workspace; availability for the 40-hour weekly commitment and agreed working days and shift times.
• Authorization to work in the United States.
• Fully remote work from home within Michigan, with responsibilities completed through desk-based customer contact and account support systems.
• Structured onboarding and training on a CRM such as HubSpot, a Support platform such as Zendesk, and a knowledge base platform such as Notion.
• Regular check-ins with the team lead to review questions, discuss feedback, and reinforce consistent account support practices.
• Opportunities to build account management, case management, information management, and customer communication skills through everyday requests.
• Health coverage, paid leave, a 401(k), maternity leave, and bonus opportunities.