Phone Support Advisor

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

Benefits offered by this job

Health coverage

Paid leave

401(k)

Maternity leave

Stipends

Job summary

Talentoma is seeking a fully remote Phone Support Advisor based in Pennsylvania to guide customers by phone, explaining service options and next steps. The role requires a 40-hour weekly commitment with shifts that may vary.

You will interact with customers using Five9, HubSpot, and Zendesk, verify information, review past cases, and create support tickets while delivering clear, practical guidance. Responsibilities include listening actively, asking clarifying questions, and escalating

Qualifications

• High school diploma or equivalent; willing to learn phone support procedures.
• No experience required; related experience in customer calls preferred.
• Ability to listen actively and ask clarifying questions.
• Familiarity with customer accounts, service tickets, and reference materials.
• Access to reliable computer, internet, and quiet workspace; 40-hour weekly availability.
• Authorized to work in the United States.
• Fully remote work setup using Five9, HubSpot, and Zendesk.

Responsibilities

• Handle incoming calls and determine the guidance needed.
• Verify caller information using approved steps.
• Review prior interactions in CRM to avoid repetition.
• Explain service features and options in simple language.
• Create and update service tickets in Zendesk.
• Escalate unresolved questions to the team lead with notes.
• Follow up on open tickets and confirm resolution.

Skills

Active listening

Clear communication

Customer service mindset

Education

High school diploma or equivalent

Tools

Five9

HubSpot

Zendesk

Job description

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

Summary

Every answered question should leave a customer with clear guidance and a practical next step. As a Phone Support Advisor, you help callers understand service information, compare available support options, and resolve routine concerns without unnecessary transfers. You sit within the customer support team, work under a customer service team lead, and coordinate with other support colleagues when questions need further review. This fully remote position lets you work from home in Pennsylvania, United States, while providing thoughtful, consistent guidance over the phone. The role requires a 40-hour weekly commitment. Working days and shift times may vary.

Job Responsibilities

• Receive incoming calls through a contact-center phone system such as Five9, review the caller's stated concern, and establish what guidance they need.
• Confirm relevant customer account information using approved verification steps before discussing service details, keeping conversations focused on the caller's request.
• Review previous interactions in a CRM such as HubSpot so customers do not need to repeat information already available.
• Ask focused questions, listen without interrupting, and explain service features, available options, and routine next steps in clear, everyday language.
• Consult approved reference materials to give accurate guidance, checking unfamiliar information rather than guessing or promising an outcome outside your authority.
• Create and update service tickets in a support platform such as Zendesk, recording the question, advice provided, and outstanding actions.
• Guide customers through straightforward service steps, check their understanding, and adapt explanations when someone needs a slower or more detailed walkthrough.
• Escalate unresolved questions, repeated service concerns, or requests outside established guidance to the customer service team lead with concise supporting notes.
• Follow up on open tickets when updates are available, coordinate outstanding actions with support colleagues, and confirm the customer understands the resolution.
• Maintain quality through accurate answers, appropriate turnaround, complete notes, and dependable follow-up, using call feedback to improve future conversations and close completed tickets.

Qualifications

• High school diploma or equivalent; willingness to learn established phone support procedures and apply feedback during everyday customer conversations.
• No experience required; related experience helping customers by telephone, answering service questions, or supporting a contact center is preferred.
• Ability to listen actively, ask clarifying questions, and give practical guidance without overwhelming customers with unnecessary information or unfamiliar terminology.
• Basic familiarity with customer accounts, service tickets, reference materials, and the difference between resolving a routine question and escalating one.
• Comfort learning the named phone, CRM, and support systems while navigating screens and maintaining an attentive conversation with the caller.
• Clear spoken and written communication, including concise interaction notes that help another support colleague understand what happened and what remains open.
• A calm, respectful approach to frustrated callers, with sound judgment about when to seek guidance from the customer service team lead.
• Access to 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 desk-based responsibilities centered on customer conversations and service guidance.
• Structured onboarding and training on a contact-center phone system such as Five9, a CRM such as HubSpot, and a support platform such as Zendesk.
• Regular check-ins with the team lead to review questions, discuss feedback, and reinforce consistent service practices.
• Opportunities to build telephone etiquette, active listening, service explanation, and customer issue resolution skills.
• Health coverage, paid leave, a 401(k), maternity leave, and stipends.