Remote Customer Care Specialist

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

Benefits offered by this job

Health coverage

Paid leave

401(k)

Maternity leave

Stipends

Job summary

Talentoma is seeking a fully remote Customer Support Associate to work from home in Washington. You will handle customer questions by phone, email, and chat, helping customers get clear answers without repeat contacts while coordinating with internal specialists.

This role requires a 40-hour weekly commitment, with flexible days and shifts. You will use Freshdesk, Talkdesk, and Salesforce to manage tickets, provide concise guidance, and ensure accurate notes and timely follow-ups.

Qualifications

• High school diploma or equivalent.
• No experience required; related customer care experience preferred.
• Clear spoken and written communication with ability to explain steps.
• Comfort learning customer support systems and moving between channels.

Responsibilities

• Receive incoming customer questions from the shared service queue through a support platform such as Freshdesk, and review existing tickets before responding.
• Answer incoming calls through a contact-center phone system such as Talkdesk, identify the reason for contact, and explain the next step clearly.
• Check customer contact details, previous conversations, and relevant service information in a CRM such as Salesforce before making updates or offering an answer.
• Ask focused questions to understand each concern. Separate the immediate request from related questions so the response addresses what the customer actually needs.
• Explain product or service information using approved reference materials. Give straightforward instructions and confirm that the customer understands what to do next.
• Record the question, checks completed, response given, and outstanding actions in the service ticket. Keep customer details accurate and notes easy to follow.
• Resolve routine requests within your assigned permissions. Send unusual requests, unresolved concerns, or requests outside those permissions to the customer service team lead.
• Coordinate with internal service specialists when another team must provide an answer. Include the relevant context and keep responsibility for updating the customer.
• Review open tickets and follow up when an expected update is missing. Confirm the outcome with the customer before closing the ticket or arranging another follow-up.
• Meet quality expectations for accurate answers, timely turnaround, complete notes, and consistent follow up. Use feedback from ticket reviews to improve future responses.

Skills

Communication

Customer care

Remote work

Ticket handling

Education

High school diploma or equivalent

Tools

Freshdesk

Talkdesk

Salesforce

Job description

Talentoma is seeking a fully remote Customer Support Associate to work from home in Washington. You will handle customer questions by phone, email, and chat, helping customers get clear answers without repeat contacts while coordinating with internal specialists.

This role requires a 40-hour weekly commitment, with flexible days and shifts. You will use Freshdesk, Talkdesk, and Salesforce to manage tickets, provide concise guidance, and ensure accurate notes and timely follow-ups.