Customer Assistance Advisor

Talentoma; North Carolina; Remote; USD 39,000 - 55,000; Full time

Benefits offered by this job

Health coverage

Paid leave

401(k)

Maternity leave

Stipends

Job summary

Talentoma is hiring a Customer Assistance Advisor for a fully remote position based in the United States. You will help customers by delivering clear steps and next actions, collaborating with a support team lead and fellow advisors through desk-based systems.

The role requires a 40-hour work week with varied shifts and emphasis on precise notes in CRM and ticketing systems. No extensive experience is required, but strong communication and a willingness to learn are valued, with benefits

Qualifications

• High school diploma or equivalent.
• No experience required; related experience helping customers is a plus.
• Ability to learn product or service information and translate instructions into guidance.
• Familiarity with customer account navigation and service tickets.
• Willingness to learn CRM, support platform, and contact-center system.
• Clear spoken and written communication; explain next steps respectfully.
• Authorized to work in the United States.
• Fully remote, desk-based work from home with customer contact through online systems and telephone.
• Structured onboarding and training on named systems and procedures.
• 40-hour weekly commitment; flexible shift times as needed.

Responsibilities

• Receive customer questions via calls, emails, and service tickets and identify needs.
• Review service tickets in Zendesk to understand prior conversations and actions.
• Verify relevant account information using established procedures.
• Explain options using approved product/service information.
• Guide customers through routine account navigation and features.
• Handle calls using Genesys, clarifying questions and summarizing guidance.
• Record interactions and actions in Microsoft Dynamics 365 for continuity.
• Follow up on unresolved questions and provide status updates.
• Escalate questions outside approved guidance with context and steps taken.
• Close resolved tickets with accurate notes and follow-up.

Skills

Attention to detail

Clear communication

Willingness to learn

Problem-solving

Time management

Education

High school diploma or equivalent

Tools

Zendesk

Microsoft Dynamics 365

Genesys

Job description

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

Summary

When customers reach out, this role helps them leave with an answer they understand and a clear next step. The Customer Assistance Advisor provides practical customer assistance within the support team, working under a customer service team lead. The advisor works with customers, fellow advisors, and internal service contacts to explain product or service information and resolve routine questions. This fully remote position offers work from home in North Carolina, United States, with all duties performed through desk-based systems. The role requires a 40-hour weekly commitment. Working days and shift times may vary.

Job Responsibilities

• Receive customer questions through incoming calls, emails, and service tickets, identifying what each customer needs before offering guidance or taking the next action.
• Review existing service tickets in a support platform such as Zendesk to understand earlier conversations, pending questions, and any previously agreed next steps.
• Verify relevant account information using established procedures, asking only for information necessary to understand the request and provide appropriate assistance.
• Consult approved product or service information to explain available options, routine service steps, and practical ways customers can address common difficulties.
• Guide customers through routine account navigation and service features, using clear explanations and checking that each step makes sense before moving forward.
• Handle telephone conversations through a contact-center phone system such as Genesys, listening carefully, clarifying questions, and summarizing guidance before ending each call.
• Record customer interactions, request categories, and agreed actions in a CRM such as Microsoft Dynamics 365 so the support team can continue assistance consistently.
• Follow up on unresolved questions when updates become available, keeping customers informed about outstanding actions without promising outcomes or unsupported completion times.
• Escalate questions outside approved guidance to the customer service team lead or appropriate internal service contact, including relevant context and steps already attempted.
• Close resolved tickets after confirming the answer addresses the request; quality is judged through accuracy, turnaround, complete notes, and dependable follow-up.

Qualifications

• High school diploma or equivalent.
• No experience required; related experience helping customers with questions about products or services is preferred.
• Ability to learn product or service information and translate instructions into clear, useful guidance for customers with different familiarity levels.
• Familiarity with customer account navigation, service ticket status, and the purpose of keeping accurate interaction notes.
• Willingness to learn the named CRM, support platform, and contact-center phone system through guided practice and feedback.
• Clear spoken and written communication, including the ability to ask focused questions and explain next steps respectfully.
• Sound judgment when handling customer information, recognizing unanswered questions, and requesting help rather than guessing.
• 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, desk-based work from home with customer contact handled through online systems and telephone conversations.
• Structured onboarding and training on the named systems, approved service guidance, and customer assistance procedures.
• Regular check-ins with the customer service team lead to review questions, discuss feedback, and support learning.
• Opportunities to build customer guidance, product knowledge, service ticket handling, and clear explanation skills through daily practice.
• Health coverage, paid leave, a 401(k), maternity leave, and stipends.