Phone Support Specialist

Talentoma; Washington; Remote; USD 48,000 - 66,000; Full time

Benefits offered by this job

health coverage

paid leave

a 401(k)

maternity leave

bonus opportunities

Job summary

Talentoma is hiring a Phone Support Specialist to handle direct phone conversations that clarify product or service information, address questions, and guide customers toward the next steps. This fully remote contract role sits on the support team and works under a customer service team lead, partnering with customers and internal support colleagues to keep service interactions moving.

You will work fully remote from a work from home setting in Washington, United States while maintaining

Qualifications

• High school diploma or equivalent.
• About 1–2 years of phone-based customer support experience preferred.
• Familiarity with Aircall, Nimble and Front is preferred.
• Ability to listen carefully and explain information clearly.

Responsibilities

• Receive customer questions through phone queues and confirm concerns and desired outcomes.
• Verify details, review history, and record notes in a CRM.
• Explain product information clearly and provide next steps.
• Create and update service tickets with actions and next steps.
• Ask follow-up questions to clarify issues and routes for escalation.
• Follow up by phone or email when updates are available or more info is needed.
• Coordinate with colleagues to confirm current information before responding.
• Review open tickets and prioritize timely responses.
• Meet quality expectations with accurate information and reliable follow-up.

Skills

Phone support

CRM Nimble

Aircall

Active listening

Issue resolution

Education

High school diploma

Tools

Aircall

Nimble

Front

Job description

Monthly Pay: $4,291 - $5,877 USD per month

Summary:

Every resolved question leaves a customer with a clear answer, an accurate update, and a practical next step. As a Phone Support Specialist, you will handle direct phone conversations that clarify product or service information, address questions, and guide customers toward appropriate next actions. This contract role sits on the support team and works under a customer service team lead, partnering with customers and internal support colleagues to keep service interactions moving. You will work fully remote from a work from home setting in Washington, United States while maintaining dependable phone-based assistance. The role requires a 40-hour weekly commitment. Working days and shift times may vary. Your careful listening and concise explanations will help customers understand available information and leave each interaction with a clear path forward.

Job Responsibilities:

• Receive customer questions through assigned phone queues using a contact-center phone system such as Aircall, confirming the caller's concern and desired outcome.
• Verify available customer details, review prior interaction history, and use a CRM such as Nimble to record accurate notes for each conversation.
• Explain product or service information in clear, respectful language and provide steps customers can use after the call.
• Create and update service tickets in a support platform such as Front, including the question, actions taken, information shared, and any next step.
• Ask focused follow-up questions when details are incomplete, conflicting, or needed to identify the appropriate support path.
• Follow up by phone or email when an update is available, a requested action is complete, or additional customer information is needed.
• Route complex, unresolved, or sensitive service concerns to the customer service team lead or designated support colleague with complete interaction notes.
• Coordinate with internal support colleagues to confirm current product or service information before sharing an answer with a customer.
• Review open tickets and callback tasks throughout the shift, prioritizing customer commitments and timely responses.
• Meet quality expectations through accurate information, prompt turnaround, complete notes, respectful conversations, and reliable follow-up.

Qualifications:

• High school diploma or equivalent.
• About 1-2 years of phone-based customer support or related service experience preferred.
• Familiarity with answering customer questions, identifying service needs, and providing clear next-step guidance.
• Working knowledge of a contact-center phone system such as Aircall, a CRM such as Nimble, and a support platform such as Front preferred.
• Ability to listen carefully, ask relevant questions, and explain product or service information without unnecessary jargon.
• Ability to document call details accurately and maintain organized service tickets, callback tasks, and interaction histories.
• Sound judgment when identifying issues that require follow-up or escalation to a customer service team lead.
• 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 supporting customers from a dedicated work from home setting.
• Structured onboarding and training on Aircall, Nimble, Front, service workflows, and interaction standards.
• Regular check-ins with the customer service team lead for guidance, feedback, and workflow support.
• Opportunities to build phone support, service documentation, customer guidance, and escalation assessment skills.

Benefits:

• health coverage
• paid leave
• a 401(k)
• maternity leave
• bonus opportunities