Remote Customer Service Analyst — Entry Level & Reporting

Talentoma; New York (NY); Remote; USD 43,000 - 64,000; Full time

Benefits offered by this job

Health coverage

401(k)

Paid leave

Bonus opportunities

Stipends

Job summary

Talentoma is seeking an entry-level Customer Service Analyst for a fully remote, desk-based role in the United States. The position supports the customer service team, working with product information and service reports to improve customer experiences.

The role requires a 40-hour weekly commitment, with shifts and days that may vary. Candidates must be authorized to work in the United States and comfortable working from home in New York, NY.

Qualifications

• High school diploma or equivalent.
• Authorization to work in the United States.

Responsibilities

• Receive review assignments through the support team's ticket queue and shared email requests, confirming the question, reporting period, and expected output before starting.
• Review customer questions and completed service tickets in a support platform such as Salesforce Service Cloud to understand contact reasons, responses, and unresolved issues.
• Check customer interaction histories in a CRM such as Zoho CRM, comparing relevant entries with ticket details and noting missing or inconsistent information.
• Categorize reviewed contacts using established service categories, recording recurring questions, repeat contacts, and unclear product or service information in review tables.
• Compare responses with approved service guidance, identifying incomplete answers or inconsistent explanations without making unsupported assumptions about the customer's situation.
• Examine basic service measures, including response times, resolution times, and reopened tickets, and describe patterns using straightforward summaries and comparisons.
• Prepare concise reports that separate observed facts from possible explanations, highlight recurring customer concerns, and explain the limits of the available information.
• Follow up with support representatives when interaction notes need clarification, keeping questions specific and recording confirmed explanations alongside the relevant review findings.
• Escalate unresolved discrepancies, repeated service gaps, or urgent customer concerns to the customer service team lead for review and next steps.
• Track assigned follow-up items through completion; quality is judged by accuracy, turnaround, complete notes, and follow-up that makes each finding understandable and traceable.

Education

High school diploma or equivalent

Job description

Talentoma is seeking an entry-level Customer Service Analyst for a fully remote, desk-based role in the United States. The position supports the customer service team, working with product information and service reports to improve customer experiences.

The role requires a 40-hour weekly commitment, with shifts and days that may vary. Candidates must be authorized to work in the United States and comfortable working from home in New York, NY.