Remote Contact Center Support Specialist

Talentoma; Pennsylvania; A distancia; USD 39.000 - 55.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Health coverage

Paid leave

401(k)

Bonus opportunities

Stipends

Descripción de la vacante

Talentoma in the United States is seeking an administrative support specialist to handle customer questions by phone and email. This fully remote role supports the contact center, keeps messages and tickets accurate, and coordinates with scheduling staff.

It requires a 40-hour weekly commitment and can be done from Pennsylvania. The role uses standard CRM and support platforms to manage tickets, transfers, and follow-ups, with training provided and opportunities for growth in a fully remote

Formación

• High school diploma or equivalent.
• No experience required; related contact center or customer-facing administrative experience preferred.
• Basic understanding of how inquiries move from initial contact through routing, follow-up, and closure.
• Familiarity with customer service systems, phone queues, customer profiles, and tickets; training provided.
• Clear spoken and written communication for messages and handoffs.
• Ability to follow written instructions and avoid unsupported commitments.
• Reliable computer, high-speed internet, and quiet workspace.
• Availability for 40-hour weekly commitment and fixed shift times.
• Authorization to work in the United States.
• Fully remote work from home in Pennsylvania, with duties via phone and online systems.
• Structured onboarding and training on the systems named above.
• Regular check-ins with the team lead to review questions and feedback.
• Build practical skills in telephone support, call transfers, email handling, and notes.
• Health coverage, paid leave, a 401(k), bonus opportunities, stipends.

Responsabilidades

• Review incoming calls, emails, and tickets to identify customer questions and prior contact.
• Use Genesys to answer routine inquiries, take messages, and transfer calls to the right agent.
• Check CRM (Dynamics 365) before updating records or arranging follow-ups.
• Create and update service tickets in Salesforce Service Cloud with actions taken.
• Answer questions using approved information; refer outside questions to a service rep.
• Organize callbacks and appointments, confirm availability, and pass details to scheduling staff.
• Send approved email responses and reminders after verifying contact details.
• Monitor open requests and follow up when updates are due; log interactions.
• Escalate unresolved questions with a concise summary to the team lead.
• Check completed work for accuracy and close or hand off appropriately.

Conocimientos

Clear communication

Customer service mindset

Ability to follow process

Educación

High school diploma or equivalent

Herramientas

Microsoft Dynamics 365

Genesys

Salesforce Service Cloud

Descripción del empleo

Talentoma in the United States is seeking an administrative support specialist to handle customer questions by phone and email. This fully remote role supports the contact center, keeps messages and tickets accurate, and coordinates with scheduling staff.

It requires a 40-hour weekly commitment and can be done from Pennsylvania. The role uses standard CRM and support platforms to manage tickets, transfers, and follow-ups, with training provided and opportunities for growth in a fully remote