Remote Customer Support & Order Coordinator

Axiom Analytics Labs LLC; United States; À distance; USD 28 000 - 34 000; Plein temps

Résumé du poste

Axiom Analytics Labs LLC is hiring for a remote customer support role. You will assist customers via website chat, phone, and text, stepping in when AI conversations require personal attention. A quiet, reliable home office and strong communication skills are essential.

Experience with online ticketing and order lookups helps, but is not required. Compensation ranges from $20 to $25 per hour, commensurate with experience, with Pacific Time scheduling.

Qualifications

• Strong written and verbal communication.
• Patience with frustrated customers.
• Reliable attendance during Pacific Time shift.
• Comfort using websites, chat tools, phone systems, and ticket queues.

Responsabilités

• Take over website chats from the AI agent and respond with clear, empathetic, professional communication.
• Handle routed calls and SMS messages through Quo, monitor missed calls and AI handoffs, and help maintain basic routing using approved instructions.
• Look up orders, verify customer and order details, provide status updates, and make approved corrections within your access permissions.
• Create and manage support tickets, document conversations and actions, follow up on open requests, and leave clear handoff notes for the next shift.
• Escalate unresolved issues, exceptions, and technical questions to the company owner or designated lead with a clear summary of the issue and actions already taken.

Connaissances

Strong communication

Patience with customers

Reliable attendance

Quo or similar tools

Outils

Quo

Description du poste

Help Axiom customers get clear answers and keep their orders moving through website chat, phone calls, and text messages.

Pay: $20–$25 per hour, commensurate with experience. Location: Remote.

About the role

Help Axiom customers get clear answers and keep their orders moving. You will support customers through website chat, phone calls, and text messages. Our AI agents handle many initial conversations. You will step in when customers need personal attention, follow-through, or help resolving an issue.

You do not need a laboratory or analytical testing background. You do need empathy, sound judgment, strong communication skills, and comfort working in online systems.

What you will do

• Take over website chats from the AI agent and respond with clear, empathetic, professional communication.
• Handle routed calls and SMS messages through Quo, monitor missed calls and AI handoffs, and help maintain basic routing using approved instructions.
• Look up orders, verify customer and order details, provide status updates, and make approved corrections within your access permissions.
• Create and manage support tickets, document conversations and actions, follow up on open requests, and leave clear handoff notes for the next shift.
• Escalate unresolved issues, exceptions, and technical questions to the company owner or designated lead with a clear summary of the issue and actions already taken.

What you need

Strong written and verbal communication. Patience with frustrated customers. Reliable attendance during your assigned Pacific Time shift. Comfort using websites, chat tools, phone systems, and ticket queues.

You must be able to follow documented procedures, protect customer and order information, recognize the limits of your authority, and keep accurate records. You will need reliable internet access and a quiet, professional environment for calls.

Helpful experience

Customer service, order support, online retail, ticket management, or remote administrative work. Experience with Quo or similar phone and messaging tools is helpful, but not required.

How success is measured

Customers receive clear next steps. Orders are updated accurately. Tickets have complete notes and consistent follow-through. Open issues are handed off or escalated rather than left unresolved.