Customer Care Associate

Talentoma; Washington; Remote; USD 48,000 - 66,000; Full time

Benefits offered by this job

Health coverage

Paid leave

401(k)

Maternity leave

Stipends

Job summary

Talentoma is seeking a fully remote Customer Support Associate to work from home in Washington. You will handle customer questions by phone, email, and chat, helping customers get clear answers without repeat contacts while coordinating with internal specialists.

This role requires a 40-hour weekly commitment, with flexible days and shifts. You will use Freshdesk, Talkdesk, and Salesforce to manage tickets, provide concise guidance, and ensure accurate notes and timely follow-ups.

Qualifications

• High school diploma or equivalent.
• No experience required; related customer care experience preferred.
• Clear spoken and written communication with ability to explain steps.
• Comfort learning customer support systems and moving between channels.

Responsibilities

• Receive incoming customer questions from the shared service queue through a support platform such as Freshdesk, and review existing tickets before responding.
• Answer incoming calls through a contact-center phone system such as Talkdesk, identify the reason for contact, and explain the next step clearly.
• Check customer contact details, previous conversations, and relevant service information in a CRM such as Salesforce before making updates or offering an answer.
• Ask focused questions to understand each concern. Separate the immediate request from related questions so the response addresses what the customer actually needs.
• Explain product or service information using approved reference materials. Give straightforward instructions and confirm that the customer understands what to do next.
• Record the question, checks completed, response given, and outstanding actions in the service ticket. Keep customer details accurate and notes easy to follow.
• Resolve routine requests within your assigned permissions. Send unusual requests, unresolved concerns, or requests outside those permissions to the customer service team lead.
• Coordinate with internal service specialists when another team must provide an answer. Include the relevant context and keep responsibility for updating the customer.
• Review open tickets and follow up when an expected update is missing. Confirm the outcome with the customer before closing the ticket or arranging another follow-up.
• Meet quality expectations for accurate answers, timely turnaround, complete notes, and consistent follow up. Use feedback from ticket reviews to improve future responses.

Skills

Communication

Customer care

Remote work

Ticket handling

Education

High school diploma or equivalent

Tools

Freshdesk

Talkdesk

Salesforce

Job description

Monthly Pay

$4,291 - $5,877 USD per month

Summary

This role answers customer questions by phone, email, and chat. It sits within the customer support team, works under a customer service team lead, and helps customers get clear answers without unnecessary repeat contact. You work with customers, other support associates, and internal service specialists to resolve routine concerns. This fully remote position lets you work from home in Washington, United States. The role requires a 40-hour weekly commitment. Working days and shift times may vary.

Job Responsibilities

• Receive incoming customer questions from the shared service queue through a support platform such as Freshdesk, and review existing tickets before responding.
• Answer incoming calls through a contact-center phone system such as Talkdesk, identify the reason for contact, and explain the next step clearly.
• Check customer contact details, previous conversations, and relevant service information in a CRM such as Salesforce before making updates or offering an answer.
• Ask focused questions to understand each concern. Separate the immediate request from related questions so the response addresses what the customer actually needs.
• Explain product or service information using approved reference materials. Give straightforward instructions and confirm that the customer understands what to do next.
• Record the question, checks completed, response given, and outstanding actions in the service ticket. Keep customer details accurate and notes easy to follow.
• Resolve routine requests within your assigned permissions. Send unusual requests, unresolved concerns, or requests outside those permissions to the customer service team lead.
• Coordinate with internal service specialists when another team must provide an answer. Include the relevant context and keep responsibility for updating the customer.
• Review open tickets and follow up when an expected update is missing. Confirm the outcome with the customer before closing the ticket or arranging another follow-up.
• Meet quality expectations for accurate answers, timely turnaround, complete notes, and consistent follow up. Use feedback from ticket reviews to improve future responses.

Qualifications

• High school diploma or equivalent.
• No experience required; related customer care, phone support, or email support experience preferred.
• Basic understanding of how customer questions become service tickets, including the difference between resolving a routine request and asking for additional support.
• Comfort learning customer support systems, searching previous conversations, entering accurate details, and moving between phone and written customer interactions.
• Clear spoken and written communication, with the ability to explain service information in short, understandable steps and check that an answer is understood.
• A calm, respectful approach to dissatisfied customers, with patience for repeated questions and willingness to seek guidance rather than guess.
• A reliable computer, high-speed internet, and a quiet private workspace suitable for customer calls and handling customer information responsibly.
• Availability for the 40-hour weekly commitment and agreed working days and shift times, including participation in training and team check-ins.
• Authorization to work in the United States.
• Fully remote, desk-based work from home in Washington, with customer conversations and team coordination handled through online systems.
• Structured onboarding and training on the example support, CRM, and phone systems named above, including guided practice with routine customer scenarios.
• Regular check-ins with the team lead to review questions, discuss ticket feedback, and clarify when to request additional help.
• Build practical skills in customer care, complaint resolution, clear explanations, service ticket handling, and effective follow up across different contact channels.
• Benefits include health coverage, paid leave, a 401(k), maternity leave, and stipends.