Remote Account Support Specialist

Sales Match; City of Albany (NY); À distance; USD 43 000 - 64 000; Plein temps

Avantages offerts par ce poste

Health coverage

Paid leave

Maternity leave

Bonus opportunities

Stipends

Fully remote work

Résumé du poste

Sales Match is hiring an Account Support Representative to assist customers with account information and next steps from a remote home office in New York. You will coordinate with account managers and service teams, verify accounts, and document interactions in a CRM and ticketing system while providing clear, actionable updates.

The role emphasizes accurate communication, attention to detail, and a customer-first approach within a structured onboarding and ongoing coaching framework.

Qualifications

• High school diploma or equivalent.
• No experience required; related experience helping customers or supporting account inquiries is preferred.
• Ability to learn account terminology, service options, order status information, and the limits of routine account updates.
• Familiarity with customer databases and service ticket workflows, or willingness to learn the example systems through guided practice.
• Clear written communication and the ability to explain unfamiliar information patiently, ask focused questions, and confirm customer understanding.
• Careful reading and accurate typing when comparing account details, reviewing conversation history, and entering concise service notes.
• Ability to prioritize pending requests, recognize when help is needed, and maintain ownership through a handoff or resolution.
• 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.

Responsabilités

• Respond to customer questions arriving through an assigned email and service ticket queue, identifying the account involved and the help requested.
• Confirm the customer's account using approved verification steps before discussing information, and check existing notes to understand earlier conversations and unresolved requests.
• Review account contact information, service status, and customer preferences in a CRM such as HubSpot, noting discrepancies that need confirmation before updates.
• Create and update service tickets in a Support platform such as Freshdesk, recording the question, checks completed, response provided, and next action.
• Explain available account features, service information, and routine update steps in plain language, using approved reference materials rather than guessing at answers.
• Check order progress and service request status with the responsible team, then communicate confirmed information and realistic next steps to the customer.
• Complete permitted contact and preference updates after verification, checking the saved information and confirming the outcome through the appropriate communication channel.
• Follow up on outstanding questions when an update is due, and escalat[e] unresolved account issues or repeated concerns to the customer service team lead.
• Coordinate with account managers and service teams when requests cross responsibilities, providing enough context for a useful handoff and tracking the response.
• Close resolved tickets with complete notes; quality is judged by accuracy, turnaround, clear explanations, and follow-up, while recurring concerns inform team feedback.

Connaissances

Customer service

CRM familiarity

Effective communication

Attention to detail

Formation

High school diploma

Outils

HubSpot

Freshdesk

Description du poste

Sales Match is hiring an Account Support Representative to assist customers with account information and next steps from a remote home office in New York. You will coordinate with account managers and service teams, verify accounts, and document interactions in a CRM and ticketing system while providing clear, actionable updates.

The role emphasizes accurate communication, attention to detail, and a customer-first approach within a structured onboarding and ongoing coaching framework.