Customer Support Associate

Talentoma; Pennsylvania; 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 in Pennsylvania is seeking a Customer Support Associate. This fully remote role handles product questions, account access steps, and service follow-ups from a home office, reporting to a team lead.

The position requires a 40-hour work week and offers steady guidance to resolve routine issues efficiently. The role uses Freshdesk and Salesforce to manage tickets and customer data, emphasizing clear communication and accurate note-taking.

Qualifications

• High school diploma or equivalent.
• No experience required; related customer support preferred.
• Willingness to learn product information, standard account access guidance, service procedures, and the limits of the assistance this role provides.
• Familiarity with a support platform such as Freshdesk and a CRM such as Salesforce preferred, with readiness to learn through guided practice.

Responsibilities

• Receive customer questions through email and an assigned service ticket queue, identifying the requested help and organizing responses by urgency and existing instructions.
• Review each customer's explanation, relevant account information, and earlier interactions before asking focused questions to clarify the issue and avoid repeating completed steps.
• Use a support platform such as Freshdesk to categorize requests, update ticket status, and keep each interaction connected to the correct customer issue.
• Use a CRM such as Salesforce to check customer contact information and record relevant service interactions, keeping notes factual, concise, and useful to teammates.
• Explain approved product or service information in plain language, adapting the level of detail to the customer's question without making unsupported promises.
• Guide customers through standard account access and service navigation steps, checking their understanding and referring unfamiliar issues rather than guessing at solutions.
• Handle complaints calmly, acknowledge the concern, and describe the available next steps while keeping the conversation focused on practical service assistance.
• Follow up on pending answers and elevate unresolved or repeated issues to the customer service team lead or designated service specialist with complete context.
• Confirm the outcome with the customer, summarize completed actions, close resolved tickets, and share recurring questions or customer satisfaction survey comments with the team lead.
• Meet quality expectations through accurate answers, appropriate turnaround, complete notes, and reliable follow-up; use feedback from reviewed interactions to improve subsequent responses.

Skills

Clear written communication

Questioning skills

Organizational skills

Remote work readiness

Learns product information

Education

High School Diploma

Tools

Freshdesk

Salesforce

Job description

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

Summary:

Product questions, account access steps, and service follow-ups make up the daily work of this Customer Support Associate position. Clear answers and dependable customer support help customers understand services and get routine issues resolved without unnecessary repetition. The role sits within the support team, works under a customer service team lead, and collaborates with customers and internal service specialists. This fully remote position allows you to work from home in Pennsylvania, United States, with all duties performed at a desk. The role requires a 40-hour weekly commitment. Working days and shift times may vary.

Job Responsibilities:

• Receive customer questions through email and an assigned service ticket queue, identifying the requested help and organizing responses by urgency and existing instructions.
• Review each customer's explanation, relevant account information, and earlier interactions before asking focused questions to clarify the issue and avoid repeating completed steps.
• Use a support platform such as Freshdesk to categorize requests, update ticket status, and keep each interaction connected to the correct customer issue.
• Use a CRM such as Salesforce to check customer contact information and record relevant service interactions, keeping notes factual, concise, and useful to teammates.
• Explain approved product or service information in plain language, adapting the level of detail to the customer's question without making unsupported promises.
• Guide customers through standard account access and service navigation steps, checking their understanding and referring unfamiliar issues rather than guessing at solutions.
• Handle complaints calmly, acknowledge the concern, and describe the available next steps while keeping the conversation focused on practical service assistance.
• Follow up on pending answers and elevate unresolved or repeated issues to the customer service team lead or designated service specialist with complete context.
• Confirm the outcome with the customer, summarize completed actions, close resolved tickets, and share recurring questions or customer satisfaction survey comments with the team lead.
• Meet quality expectations through accurate answers, appropriate turnaround, complete notes, and reliable follow-up; use feedback from reviewed interactions to improve subsequent responses.

Qualifications:

• High school diploma or equivalent.
• No experience required; related customer support, customer care, or service experience preferred.
• Basic understanding of how customer questions move from initial contact through clarification, resolution, follow-up, and closure.
• Willingness to learn product information, standard account access guidance, service procedures, and the limits of the assistance this role provides.
• Familiarity with a support platform such as Freshdesk and a CRM such as Salesforce preferred, with readiness to learn through guided practice.
• Clear written communication, patient explanations, and the ability to ask relevant questions without overwhelming customers with unnecessary detail.
• Ability to organize open tickets, recognize when an answer needs confirmation, and maintain accurate notes while moving between customer conversations.
• 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 in Pennsylvania, with desk-based responsibilities and no on-site customer service duties.
• Structured onboarding and training on a support platform such as Freshdesk and a CRM such as Salesforce, including guided practice with routine service scenarios.
• Regular check-ins with the customer service team lead to review questions, discuss feedback, and clarify procedures.
• Opportunities to build practical skills in product support, complaint resolution, ticket handling, and clear customer explanations.

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