Fully Remote Customer Support Specialist

Talentoma; Ann Arbor (MI); Remote; USD 39,000 - 55,000; Full time

Benefits offered by this job

Fully remote

Structured onboarding

Regular check-ins

Health coverage

Bonus opportunities

Job summary

Talentoma is seeking a Customer Support Representative to operate remotely from Michigan, USA, handling orders, inquiries, and product details through digital channels.

You will work within the customer support team under a team lead, providing accurate, courteous responses and ensuring timely follow-ups. The role emphasizes learning the systems and maintaining clear communication with customers daily.

Qualifications

• High school diploma or equivalent.
• No experience required; related customer support, online retail service, or phone support experience preferred.
• Ability to learn customer support systems, histories, call handling tools, and chat workflows through guided training.
• Clear spoken and written communication, including the ability to explain instructions without unnecessary technical language.
• Authorization to work in the United States.

Responsibilities

• Review incoming customer emails and service tickets in Zendesk, identifying each question and its urgency before responding.
• Answer incoming calls through a contact-center phone system such as Genesys, confirming the customer's question and explaining the next steps clearly.
• Respond to online store questions through a live chat such as Intercom, using approved product information and keeping responses relevant to each conversation.
• Check order status, item details, delivery updates, and available return options against current store information before sharing an answer with the customer.
• Update customer interaction histories in a CRM such as Microsoft Dynamics 365, recording the question, information checked, response provided, and outstanding actions.
• Explain product features, ordering steps, and account navigation in plain language without making promises beyond the information available through approved sources.
• Coordinate with order fulfillment contacts when delivery information is unclear, then communicate confirmed updates and expected next steps to the customer.
• Escalate unresolved complaints, unusual requests, or unavailable answers to the customer service team lead, including relevant context and actions already taken.
• Follow up on open tickets when updates arrive, confirm whether the customer's question has been answered, and close completed conversations with clear notes.
• Meet quality expectations through accurate answers, timely turnaround, complete interaction notes, appropriate escalation, and consistent follow-up on outstanding customer questions.

Skills

Customer service mindset

Clear communication

Remote work readiness

Attention to detail

Education

High school diploma or equivalent

Tools

Zendesk

Genesys

Intercom

Dynamics 365 (CRM)

Job description

Talentoma is seeking a Customer Support Representative to operate remotely from Michigan, USA, handling orders, inquiries, and product details through digital channels.

You will work within the customer support team under a team lead, providing accurate, courteous responses and ensuring timely follow-ups. The role emphasizes learning the systems and maintaining clear communication with customers daily.