Remote Customer Support Specialist

Sales Match; Miami (FL); Remote; USD 39,000 - 55,000; Full time

Benefits offered by this job

Fully remote work

Onboarding and training

Regular check-ins with team lead

Health coverage and leave benefits

Bonus opportunities

Job summary

Sales Match is seeking a Customer Support Specialist to handle product questions, account access steps, and unresolved service requests. This fully remote role supports work from home in Florida, with duties completed through digital systems and a 40-hour weekly commitment.

You will work under the customer service team lead, collaborating with customers, other support specialists, and product contacts to move requests toward resolution while maintaining accurate notes and timely follow-up.

Qualifications

• High school diploma or equivalent.
• About 1-2 years of customer support or customer service experience preferred.
• Familiarity with ticket categories, request statuses, and SLAs.
• Working knowledge of Zendesk and Salesforce with accurate ticket updates.
• Ability to locate approved product information and compare with a customer question.
• Clear written communication, patient questioning, and sound judgment.
• Reliable computer, high-speed internet, and a quiet private workspace for remote work.
• Availability for a 40-hour weekly commitment and agreed working hours.
• Authorization to work in the United States.

Responsibilities

• Review incoming customer questions in the shared email and ticket queue, identifying the issue, urgency, and any previous conversations before responding.
• Use a support platform such as Zendesk to categorize service tickets, assign appropriate statuses, and maintain a clear history of each request.
• Check customer contact information and relevant interaction history in a CRM such as Salesforce, correcting routine entry errors within assigned permissions.
• Explain product or service information using approved reference materials, adapting the detail and wording to the customer's question and familiarity with the service.
• Guide customers through established account access steps, checking what they have already tried and confirming whether the suggested steps resolve their issue.
• Handle complaints calmly, acknowledge the concern, clarify the requested outcome, and explain available service options without making promises outside established procedures.
• Record the customer's question, checks completed, response provided, and next action so another support team member can continue the conversation without unnecessary repetition.
• Follow up on open requests within established service targets, seek missing information from customers, and keep them informed when an answer needs additional review.
• Escalate unresolved issues, repeated complaints, or unclear guidance to the customer service team lead, including relevant context and questions for product contacts when needed.
• Confirm resolution before closing tickets; quality is judged through answer accuracy, turnaround, complete notes, appropriate escalation, and consistent follow-up on outstanding requests.

Skills

Written communication

Patience

Problem solving

Attention to detail

Education

High school diploma or equivalent

Tools

Zendesk

Salesforce

Job description

Sales Match is seeking a Customer Support Specialist to handle product questions, account access steps, and unresolved service requests. This fully remote role supports work from home in Florida, with duties completed through digital systems and a 40-hour weekly commitment.

You will work under the customer service team lead, collaborating with customers, other support specialists, and product contacts to move requests toward resolution while maintaining accurate notes and timely follow-up.