Phone Support Agent

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

Job summary

Talentoma is hiring a fully remote Phone Support Agent to handle customer inquiries from Texas, US. You will resolve questions, document needs, and guide customers through next steps in a supportive, clear manner.

The role requires a 40-hour weekly commitment and quiet, private workspace with reliable internet. The position sits on the customer service team and collaborates with teammates and internal groups.

Qualifications

• High school diploma or equivalent.
• No experience required; related customer-facing or phone-based experience preferred.
• Familiarity with handling customer questions, explaining service information, and identifying appropriate next steps preferred.
• Experience using RingCentral, Copper, or Kustomer preferred.
• Ability to work remotely from Texas and meet 40-hour weekly commitment.

Responsibilities

• Receive customer questions through an incoming call queue using a contact-center phone system such as RingCentral, confirm the reason for each contact, and provide clear, courteous assistance.
• Review available customer details and prior interactions in a CRM such as Copper before responding, ensuring each conversation begins with accurate context.
• Explain approved product or service information, available next steps, and standard procedures in language that customers can understand.
• Create and update service tickets in a support platform such as Kustomer, recording the contact reason, actions taken, information shared, and any promised follow-up.
• Ask focused questions to clarify concerns, verify relevant contact details, and identify whether another team should assist with the request.
• Arrange requested service appointments or callbacks according to established procedures and communicate the confirmed next step to the customer.
• Follow up on open service tickets when additional information is available, when a customer requests an update, or when a prior action needs confirmation.
• Escalate unresolved, sensitive, or unusual customer concerns to the customer service team lead or designated internal team with complete call notes.
• Use approved resources and guidance to maintain consistent answers, protect customer privacy during conversations, and avoid sharing unsupported information.
• Meet quality expectations through accurate information, timely turnaround, complete notes, appropriate follow-up, and respectful phone interactions.

Skills

Active listening

Clear communication

Questioning for clarification

Calm and helpful demeanor

Remote work setup

Attention to detail

Education

High school diploma or equivalent

Tools

RingCentral

Copper

Kustomer

Job description

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

Summary:

Every resolved question leaves a customer with a clear answer and a practical next step. The Phone Support Agent handles incoming phone conversations, explains product or service information, documents service needs, and helps customers move forward with confidence. This role sits on the customer service team and works under a customer service team lead while partnering with customers, support teammates, and internal teams that can provide additional assistance. The position is fully remote and work from home in Texas, United States. The role requires a 40-hour weekly commitment. Working days and shift times may vary. Clear conversations, careful notes, and timely handoffs help the team maintain dependable service for every customer contact.

Job Responsibilities:

• Receive customer questions through an incoming call queue using a contact-center phone system such as RingCentral, confirm the reason for each contact, and provide clear, courteous assistance.
• Review available customer details and prior interactions in a CRM such as Copper before responding, ensuring each conversation begins with accurate context.
• Explain approved product or service information, available next steps, and standard procedures in language that customers can understand.
• Create and update service tickets in a support platform such as Kustomer, recording the contact reason, actions taken, information shared, and any promised follow-up.
• Ask focused questions to clarify concerns, verify relevant contact details, and identify whether another team should assist with the request.
• Arrange requested service appointments or callbacks according to established procedures and communicate the confirmed next step to the customer.
• Follow up on open service tickets when additional information is available, when a customer requests an update, or when a prior action needs confirmation.
• Escalate unresolved, sensitive, or unusual customer concerns to the customer service team lead or designated internal team with complete call notes.
• Use approved resources and guidance to maintain consistent answers, protect customer privacy during conversations, and avoid sharing unsupported information.
• Meet quality expectations through accurate information, timely turnaround, complete notes, appropriate follow-up, and respectful phone interactions.

Qualifications:

• High school diploma or equivalent.
• No experience required; related customer-facing or phone-based experience preferred.
• Familiarity with handling customer questions, explaining service information, and identifying appropriate next steps preferred.
• Experience using a contact-center phone system such as RingCentral, a CRM such as Copper, or a support platform such as Kustomer preferred.
• Ability to listen carefully, ask clear follow-up questions, and communicate information in a calm and helpful manner.
• Ability to enter complete interaction notes, review details accurately, and follow established conversation procedures.
• Ability to manage an incoming call queue, prioritize open requests, and maintain professional focus during repeated customer contacts.
• Reliable computer, high-speed internet, and a 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 desk-based workspace in Texas.
• Structured onboarding and training on RingCentral, Copper, Kustomer, service workflows, and approved customer resources.
• Regular check-ins with the customer service team lead for coaching, questions, and workflow guidance.
• Opportunities to build skills in first-call resolution, customer conversation quality, service ticket review, and escalation coordination.
• Health coverage, paid leave, maternity leave, bonus opportunities, and stipends.