Customer Support Agent

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

Benefits offered by this job

Health coverage

Paid leave

Maternity leave

Bonus opportunities

Stipends

Job summary

Talentoma is hiring a fully remote Customer Support Agent based in Florida, United States. The role requires a 40-hour weekly commitment with flexible shift times and days. You will assist customers by clarifying information, resolving routine concerns, and guiding interactions toward clear next steps.

You will work with Freshdesk, HubSpot, and Five9 within a supportive team led by a customer service team lead, ensuring high-quality service and accurate account context for future contacts.

Qualifications

• High school diploma or equivalent.
• No experience required; related experience preferred.
• Familiarity with customer support workflows.
• Ability to learn Freshdesk and apply ticket status, notes, and routing steps.
• Ability to learn HubSpot for reviewing customer context and updating interaction details.
• Comfortable using a contact-center phone system such as Five9.

Responsibilities

• Receive customer questions through a support queue, calls, emails, chat messages, and service tickets, then identify the purpose of each contact.
• Verify relevant account details and review prior interaction notes before providing accurate product or service information.
• Respond directly to routine questions using approved guidance, clear language, and steps that customers can follow.
• Create and update tickets in a support platform such as Freshdesk, including the issue, actions taken, and agreed next steps.
• Enter and review customer interaction details in a CRM such as HubSpot to maintain useful account context for future contacts.
• Handle incoming and outgoing call activity through a contact-center phone system such as Five9 while documenting the conversation promptly.
• Monitor open tickets, send follow-up messages when additional information is needed, and confirm whether the customer’s concern has been addressed.
• Route complex, unresolved, or time-sensitive matters to a customer service team lead or the appropriate internal support colleague with complete notes.
• Recognize recurring customer questions and share observations with the support team to improve available guidance and service information.
• Meet quality expectations through accuracy, timely turnaround, complete notes, appropriate follow-up, and courteous customer interactions.

Skills

Communication skills

Active listening

Problem solving

Time management

Education

High school diploma or equivalent

Tools

Freshdesk

HubSpot

Five9

Job description

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

Summary

Product questions, account access steps, order updates, and service follow-ups make up the daily work. The Customer Support Agent directly assists customers by clarifying service information, resolving routine concerns, and ensuring each interaction moves toward a clear next step. This role sits on the customer support team and works under a customer service team lead while partnering with customers and internal support colleagues. The position is fully remote and work from home in Florida, United States. The role requires a 40-hour weekly commitment. Working days and shift times may vary. Clear, thoughtful service helps customers use products or services with confidence and gives the support team reliable context for continued assistance.

Job Responsibilities

• Receive customer questions through a support queue, calls, emails, chat messages, and service tickets, then identify the purpose of each contact.
• Verify relevant account details and review prior interaction notes before providing accurate product or service information.
• Respond directly to routine questions using approved guidance, clear language, and steps that customers can follow.
• Create and update tickets in a support platform such as Freshdesk, including the issue, actions taken, and agreed next steps.
• Enter and review customer interaction details in a CRM such as HubSpot to maintain useful account context for future contacts.
• Handle incoming and outgoing call activity through a contact-center phone system such as Five9 while documenting the conversation promptly.
• Monitor open tickets, send follow-up messages when additional information is needed, and confirm whether the customer’s concern has been addressed.
• Route complex, unresolved, or time-sensitive matters to a customer service team lead or the appropriate internal support colleague with complete notes.
• Recognize recurring customer questions and share observations with the support team to improve available guidance and service information.
• Meet quality expectations through accuracy, timely turnaround, complete notes, appropriate follow-up, and courteous customer interactions.

Qualifications

• High school diploma or equivalent.
• No experience required, related experience preferred.
• Familiarity with customer support workflows, including responding to customer questions and updating service tickets.
• Ability to learn a support platform such as Freshdesk and apply ticket status, notes, and routing steps consistently.
• Ability to learn a CRM such as HubSpot for reviewing customer context and updating interaction details.
• Comfortable using a contact-center phone system such as Five9 for customer call handling and follow-up activity.
• Strong written and verbal communication skills, active listening, and the ability to explain information clearly.
• Ability to review details, follow established service guidance, and manage several open customer contacts responsibly.
• Reliable computer, high-speed internet, and quiet private workspace, with 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 a dedicated home workspace in Florida, United States.
• Structured onboarding and training on Freshdesk, HubSpot, Five9, customer support workflows, and service guidance.
• Regular check-ins with the customer service team lead for coaching, questions, and work updates.
• Opportunities to build skills in ticket handling, customer communication, issue tracking, and service follow-up.

Benefits

• Health coverage, paid leave, maternity leave, bonus opportunities, and stipends.