Product Support Agent

Talentoma; Ohio; Remote; USD 52,000 - 78,000; Full time

Benefits offered by this job

Health coverage

Paid leave

401(k)

Maternity leave

Bonus opportunities

Job summary

Talentoma is seeking a fully remote Customer Support Specialist based in Ohio. You will handle customer questions via email and tickets, guide users through approved troubleshooting steps, and document conversations for continuity.

You will use Freshdesk to organize requests and TeamViewer for remote assistance with customer permission. Responsibilities include escalating unresolved issues with clear reproduction steps, following up on open tickets, and providing accurate guidance to meet

Qualifications

• High school diploma or equivalent.
• No experience required; related product support or customer-facing experience preferred.
• Ability to follow troubleshooting instructions, compare expected vs actual behavior, and perform basic error analysis.
• Clear written and verbal technical communication, including the ability to explain technical steps in everyday language and check customer understanding.

Responsibilities

• Receive customer questions through email and ticket queue; acknowledge with a clear next step.
• Organize requests in Freshdesk; check conversations to avoid repetition.
• Explain troubleshooting steps and what each step tests.
• Use TeamViewer with customer permission for remote assistance.
• Record symptoms, steps taken, responses, and status for seamless handoff.
• Escalate unresolved issues with clear reproduction steps and handoffs to customers.

Skills

Clear written and verbal communication

Follow troubleshooting steps

Patience with customers

Remote-work self-motivation

Education

High school diploma or equivalent

Tools

Freshdesk

TeamViewer

Job description

Monthly Pay: $4,696 - $6,984 USD per month

Job Responsibilities:

• Receive customer questions through an email and ticket queue, identify the affected product feature, and acknowledge each request with a clear next step.
• Organize incoming requests in a support platform such as Freshdesk, checking existing conversations to avoid repeating questions or separating related issues unnecessarily.
• Check product guidance and known issue notices before walking customers through approved troubleshooting steps, explaining what each step is intended to test.
• Use a remote support tool such as TeamViewer when appropriate and with customer permission, keeping assistance limited to the reported product issue.
• Record observed symptoms, attempted steps, customer responses, and current status so another support specialist can continue the conversation without restarting the investigation.
• Escalate unresolved errors, repeated failures, or software usability concerns to senior support specialists, providing reproduction steps and explaining the handoff to the customer.
• Follow up on open requests, share confirmed updates, verify that the customer can complete the intended action, and close tickets with useful resolution notes.
• Meet quality expectations through accurate guidance, timely responses, complete notes, appropriate escalation, and consistent follow-up, using feedback from the team lead to improve.

Qualifications:

• High school diploma or equivalent.
• No experience required; related product support, technical assistance, or customer-facing experience preferred.
• Ability to follow troubleshooting instructions, compare expected and actual behavior, and perform basic error analysis and fault finding without making unsupported assumptions.
• Computer literacy and readiness to learn ticket workflows and permission-based remote assistance using the example systems named above.
• Clear written and verbal technical communication, including the ability to explain technical steps in everyday language and check customer understanding.
• Patience when providing end user support, sound judgment about escalation, and care when handling customer information during remote sessions.
• A reliable computer, high-speed internet, and quiet private workspace, plus 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 Ohio, with daily responsibilities completed through online support channels.
• Structured onboarding and training covering ticket workflows in a support platform such as Freshdesk and remote assistance in a remote support tool such as TeamViewer.
• Regular check-ins with the team lead to review questions, discuss challenging tickets, and reinforce clear troubleshooting habits.
• Opportunities to build technical product support, error analysis, customer explanation, and end user support skills through guided practice.

• Health coverage, paid leave, a 401(k), maternity leave, and bonus opportunities.