Remote Customer Experience Agent: Support & Onboarding

Talentoma; Trenton (NJ); Remote; USD 42,000 - 63,000; Full time

Benefits offered by this job

Fully remote work from home

Structured onboarding and training

Regular check-ins with team lead

Skills development in customer service

Health coverage and paid leave

Job summary

Talentoma is seeking a Customer Experience Agent for a fully remote role that can be performed from home in New Jersey, USA. The position requires a 40-hour weekly commitment with flexible days and shifts, and sits within the customer support team under a service team lead.

You will handle product questions, account access issues, and routine customer follow-ups, collaborating with agents and service specialists to ensure consistent answers and timely resolutions.

Qualifications

• High school diploma or equivalent.
• No experience required; related experience helping customers through telephone, email, or online conversations is preferred.
• Basic understanding of customer service practices, including respectful questioning, clear explanations, and confirming that a concern has been addressed.
• Ability to learn named customer service systems and move between conversations, reference materials, and notes.
• Clear written and spoken communication with the ability to adjust explanations to different levels of customer familiarity.
• Patient approach to troubleshooting and onboarding questions.
• Ability to organize assigned requests and maintain accurate notes.
• Authorized to work in the United States.

Responsibilities

• Receive customer questions through tickets, calls, emails, and chats, identifying urgency before action.
• Review previous interactions in a CRM to avoid repeating information.
• Use approved product and service information to answer questions and guide account setup steps.
• Manage service tickets, recording issue details, checks, guidance, and next actions.
• Handle calls via Talkdesk, confirm understanding and summarize next steps.
• Respond through LiveChat with clear explanations and ensure customers can follow steps.
• Troubleshoot routine service issues step by step and verify resolutions.
• Escalate unresolved issues with context and attempted steps.
• Follow up on open requests, share progress, capture feedback, flag recurring questions.
• Close completed requests with accurate notes and appropriate follow-up.

Skills

Clear written and spoken communication

Respectful questioning

Ability to explain clearly

Patient troubleshooting

Organizational notes & escalation

Education

High school diploma or equivalent

Tools

Salesforce

Zendesk

Talkdesk

LiveChat

Job description

Talentoma is seeking a Customer Experience Agent for a fully remote role that can be performed from home in New Jersey, USA. The position requires a 40-hour weekly commitment with flexible days and shifts, and sits within the customer support team under a service team lead.

You will handle product questions, account access issues, and routine customer follow-ups, collaborating with agents and service specialists to ensure consistent answers and timely resolutions.