Phone Support Representative

Talentoma; New York (NY); Remote; USD 43,000 - 64,000; Full time

Benefits offered by this job

Health coverage

Paid leave

Maternity leave

Bonus opportunities

Stipends

Job summary

Talentoma is seeking a fully remote Phone Support Representative in New York, United States. This 40-hour-per-week role involves handling customer calls, explaining service information, and keeping precise notes to move questions toward resolution.

Work-from-home in New York with established procedures and shared systems. Responsibilities include handling calls, asking clarifying questions, using CRM and support platforms, and escalating when necessary.

Qualifications

• High school diploma or equivalent; willingness to learn procedures.
• No experience required; related customer service or call center experience preferred.
• Comfortable speaking with customers by phone and explaining information clearly.
• Ability to write concise ticket notes and use CRM and support systems.

Responsibilities

• Receive incoming customer calls through a contact-center phone system.
• Ask focused questions to understand the customer's request and confirm understanding.
• Consult service information to answer routine questions clearly.
• Review past interactions in a CRM to avoid repeating details.
• Create or update service tickets in a Support platform.
• Explain service procedures in plain language and confirm customer understanding.
• Arrange follow-up and monitor open tickets.
• Escalate unresolved questions to the team lead with a concise account.
• Keep queue and ticket statuses current during handoffs.
• Review feedback and call examples with team lead to improve quality.

Skills

Phone communication

Note-taking

CRM usage

Clear explanations

Education

High school diploma or equivalent

Tools

RingCentral

Microsoft Dynamics 365

Salesforce Service Cloud

Job description

Monthly Pay: $3,868 - $5,777 USD per month

Summary

Every answered question should leave a customer with clear information and a practical next step. As a Phone Support Representative, you handle customer calls, explain service information, and keep accurate notes so questions move toward resolution without unnecessary repetition. You join the customer support team, work under a customer service team lead, and coordinate with other support representatives when an issue needs additional attention. This fully remote position lets you work from home in New York, United States, providing dependable phone support through established procedures and shared systems. The role requires a 40-hour weekly commitment. Working days and shift times may vary.

Job Responsibilities

• Receive incoming customer calls through a Contact-center phone system such as RingCentral, greet callers professionally, and establish the reason for each conversation.
• Ask focused questions to understand the customer's request, check relevant account context, and confirm your understanding before explaining the available next steps.
• Consult approved service information and support guidance to answer routine questions accurately, clearly distinguishing confirmed information from matters that need further review.
• Review previous interactions in a CRM such as Microsoft Dynamics 365 so customers do not have to repeat details already available to the support team.
• Create or update service tickets in a Support platform such as Salesforce Service Cloud, recording the question, checks completed, guidance provided, and outstanding actions.
• Explain service procedures in plain language, check that the customer understands the answer, and summarize any action they need to take after the call.
• Arrange follow-up when an answer is pending, monitor assigned open tickets, and contact customers with confirmed updates through the approved communication channel.
• Escalate unresolved questions, repeated service problems, or requests outside your authority to the customer service team lead, including a concise account of prior steps.
• Keep queue and ticket statuses current during handoffs, making the next action and responsible support contact clear before transferring an unresolved request.
• Review feedback and your own call examples with the team lead; quality is judged through accuracy, turnaround, complete notes, and reliable follow-up.

Qualifications

• High school diploma or equivalent; willingness to learn established phone support procedures and apply feedback consistently.
• No experience required; related customer service, telephone support, or call center experience preferred.
• Comfortable speaking with customers by phone, asking clarifying questions, and explaining information calmly without relying on unfamiliar terminology.
• Basic understanding of customer questions, service tickets, account context, and the importance of keeping interaction notes accurate and useful.
• Willingness to learn the named phone, CRM, and support systems while moving between screens during customer conversations.
• Ability to write concise ticket notes, read service guidance carefully, and recognize when a question needs a team lead's input.
• Reliable computer, high-speed internet, and quiet private workspace suitable for uninterrupted customer calls and careful handling of customer information.
• 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 a desk-based customer support role serving customers by phone.
• Structured onboarding and training on the named phone, CRM, and support systems, including guided practice with common customer questions.
• Regular check-ins with the customer service team lead to review questions, discuss feedback, and reinforce consistent support practices.
• Build practical skills in call handling, clear explanations, ticket documentation, and coordinated customer follow-up.

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