Customer Service Analyst

Talentoma; New York (NY); Remote; USD 43,000 - 64,000; Full time

Benefits offered by this job

Health coverage

401(k)

Paid leave

Bonus opportunities

Stipends

Job summary

Talentoma is seeking an entry-level Customer Service Analyst for a fully remote, desk-based role in the United States. The position supports the customer service team, working with product information and service reports to improve customer experiences.

The role requires a 40-hour weekly commitment, with shifts and days that may vary. Candidates must be authorized to work in the United States and comfortable working from home in New York, NY.

Qualifications

• High school diploma or equivalent.
• Authorization to work in the United States.

Responsibilities

• Receive review assignments through the support team's ticket queue and shared email requests, confirming the question, reporting period, and expected output before starting.
• Review customer questions and completed service tickets in a support platform such as Salesforce Service Cloud to understand contact reasons, responses, and unresolved issues.
• Check customer interaction histories in a CRM such as Zoho CRM, comparing relevant entries with ticket details and noting missing or inconsistent information.
• Categorize reviewed contacts using established service categories, recording recurring questions, repeat contacts, and unclear product or service information in review tables.
• Compare responses with approved service guidance, identifying incomplete answers or inconsistent explanations without making unsupported assumptions about the customer's situation.
• Examine basic service measures, including response times, resolution times, and reopened tickets, and describe patterns using straightforward summaries and comparisons.
• Prepare concise reports that separate observed facts from possible explanations, highlight recurring customer concerns, and explain the limits of the available information.
• Follow up with support representatives when interaction notes need clarification, keeping questions specific and recording confirmed explanations alongside the relevant review findings.
• Escalate unresolved discrepancies, repeated service gaps, or urgent customer concerns to the customer service team lead for review and next steps.
• Track assigned follow-up items through completion; quality is judged by accuracy, turnaround, complete notes, and follow-up that makes each finding understandable and traceable.

Education

High school diploma or equivalent

Job description

Monthly Pay: $3,868 - $5,777 USD per month

Summary:

Customer emails, phone conversations, and chat exchanges provide the starting point for understanding where service works well and where customers need clearer answers. The Customer Service Analyst reviews these interactions and service tickets, turning observations into practical reports that help the support team improve customer experiences. This entry-level role sits within the customer service team, works under a customer service team lead, and collaborates with support representatives and colleagues responsible for product or service information. This is a fully remote, desk-based position offering work from home in New York, United States. The role requires a 40-hour weekly commitment. Working days and shift times may vary.

Job Responsibilities:

• Receive review assignments through the support team's ticket queue and shared email requests, confirming the question, reporting period, and expected output before starting.
• Review customer questions and completed service tickets in a support platform such as Salesforce Service Cloud to understand contact reasons, responses, and unresolved issues.
• Check customer interaction histories in a CRM such as Zoho CRM, comparing relevant entries with ticket details and noting missing or inconsistent information.
• Categorize reviewed contacts using established service categories, recording recurring questions, repeat contacts, and unclear product or service information in review tables.
• Compare responses with approved service guidance, identifying incomplete answers or inconsistent explanations without making unsupported assumptions about the customer's situation.
• Examine basic service measures, including response times, resolution times, and reopened tickets, and describe patterns using straightforward summaries and comparisons.
• Prepare concise reports that separate observed facts from possible explanations, highlight recurring customer concerns, and explain the limits of the available information.
• Follow up with support representatives when interaction notes need clarification, keeping questions specific and recording confirmed explanations alongside the relevant review findings.
• Escalate unresolved discrepancies, repeated service gaps, or urgent customer concerns to the customer service team lead for review and next steps.
• Track assigned follow-up items through completion; quality is judged by accuracy, turnaround, complete notes, and follow-up that makes each finding understandable and traceable.

Qualifications:

• High school diploma or equivalent.
• No experience required; related experience in customer support, service reporting, or administrative analysis is preferred.
• Basic understanding of customer questions, service tickets, contact reasons, and the difference between an initial response and a completed resolution.
• Familiarity with ticket queues and customer interaction histories, with willingness to learn the named support platform and CRM through guided practice.
• Ability to compare information, check simple calculations, identify repeated patterns, and explain what a report does and does not show.
• Clear written communication for review notes and summaries, plus attentive listening when clarifying findings with support representatives.
• Ability to handle customer information carefully, follow established access procedures, and request guidance when instructions or review criteria are unclear.
• A reliable computer, high-speed internet, and a 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, with duties completed through digital service channels and team communication.
• Structured onboarding and training on the named support platform and CRM, service review methods, and reporting expectations.
• Regular check-ins with the customer service team lead to review findings, clarify priorities, and receive constructive feedback.
• Opportunities to build customer service analysis, trend identification, report writing, and cross-team communication skills through practical assignments.
• Health coverage, paid leave, a 401(k), bonus opportunities, and stipends.