Remote Account Support Specialist

Talentoma; Columbus (OH); Remote; USD 40,000 - 56,000; Full time

Benefits offered by this job

Fully remote work from home

Structured onboarding and training

Regular check-ins with team lead

Health coverage and paid leave

Bonus opportunities

Stipends

Job summary

Talentoma is seeking an Account Support Associate to answer customer questions and handle routine account requests via email and service tickets. This fully remote role, based in Ohio, requires a 40-hour weekly commitment and close collaboration with the account support team lead and account managers.

You will verify details, maintain accurate account information, and provide clear explanations about services and next steps.

Qualifications

• Clear written communication for customer replies, internal handoffs, and concise notes.
• Ability to learn a CRM such as HubSpot and a support platform such as Freshdesk through guided practice and written instructions.

Responsibilities

• Review incoming account questions in a support platform, identify the request, and check earlier conversations before responding.
• Confirm the customer's account using approved verification steps and existing account information before discussing details or making updates.
• Check contact information, service settings, and request history in a CRM, noting discrepancies that need clarification from the customer.
• Answer routine questions about account access, service features, and request status using approved guidance with clear explanations.
• Complete permitted contact and preference updates after verification, then review changes for accuracy.
• Record each interaction, action taken, outstanding question, and next step for seamless handoffs.
• Coordinate with account managers and the support team when a request needs additional information or confirmation of service details.
• Follow up on open requests at the agreed checkpoint, and inform customers what remains outstanding without promising unconfirmed completion times.
• Escalate unresolved access issues and conflicting account information to the customer service team lead with concise notes.
• Close completed tickets after confirming the outcome with quality checks on notes and follow-ups.

Skills

Written communication

Education

High school diploma or equivalent

Tools

HubSpot

Freshdesk

Job description

Talentoma is seeking an Account Support Associate to answer customer questions and handle routine account requests via email and service tickets. This fully remote role, based in Ohio, requires a 40-hour weekly commitment and close collaboration with the account support team lead and account managers.

You will verify details, maintain accurate account information, and provide clear explanations about services and next steps.