Remote Customer Support Assistant: Ticketing & CRM Expert

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 is seeking a Customer Support Assistant to handle product questions, account access steps, and service follow-ups from home in Pennsylvania. You will support the customer support team, keeping inquiries organized and customers informed under a team lead in a fully desk-based role.

The position emphasizes clear written communication, attention to detail, and the ability to learn Zendesk and Zoho CRM through structured training.

Formación

• High school diploma or equivalent.
• No experience required; related customer support, email response, or office support experience preferred.
• Basic understanding of how customer questions move from initial contact through response, follow-up, escalation, and completion within a shared support queue.
• Familiarity with service tickets, customer interaction histories, and reference materials; willingness to learn Zendesk and Zoho CRM through structured training.
• Clear written communication for preparing courteous replies, summarizing customer questions, and leaving notes that colleagues can understand without additional explanation.

Responsabilidades

• Review incoming customer emails and service tickets in a Support platform such as Zendesk, identifying the question, requested assistance, and any missing information.
• Check existing customer details and previous interactions in a CRM such as Zoho CRM before preparing updates or routing requests to support representatives.
• Categorize inquiries by topic and urgency using established instructions, helping the support team see which requests need attention and which are awaiting responses.
• Prepare straightforward replies about product or service information using approved reference materials, asking a support representative to review unfamiliar questions before sending.
• Help customers locate published account access instructions and explain the next administrative step without requesting passwords or making changes outside assigned permissions.
• Enter concise interaction notes, update ticket status, and record the next action so another team member can understand the request without repeating questions.
• Track outstanding requests and send follow-up messages when information is missing or an update is due, recording customer responses in the relevant ticket.
• Escalate unresolved questions, repeated access difficulties, or dissatisfied customer responses to a support representative or the customer service team lead with clear background notes.
• Confirm that the customer has received the requested information before completing assigned tickets, following the team's closure instructions and keeping linked entries consistent.
• Maintain quality through accurate information, timely turnaround, complete notes, and dependable follow-up; use feedback from ticket reviews to improve subsequent work.

Conocimientos

Written communication

Attention to detail

Adaptability

Time management

Educación

High school diploma

Herramientas

Zendesk

Zoho CRM

Descripción del empleo

Talentoma is seeking a Customer Support Assistant to handle product questions, account access steps, and service follow-ups from home in Pennsylvania. You will support the customer support team, keeping inquiries organized and customers informed under a team lead in a fully desk-based role.

The position emphasizes clear written communication, attention to detail, and the ability to learn Zendesk and Zoho CRM through structured training.