Remote Customer Support Specialist

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

Benefits offered by this job

Health coverage

Paid leave

401(k)

Bonus opportunities

Stipends

Job summary

Talentoma is hiring a Customer Service Specialist for a fully remote role based in New York, United States. You will handle inquiries via phone, email, and live chat, guiding customers and advancing tickets toward clear outcomes.

The position requires a 40-hour weekly commitment and collaboration with the customer service team lead. Responsibilities include verifying details in CRM systems, explaining product information, creating and updating tickets in Salesforce, and maintaining accurate

Qualifications

• High school diploma or equivalent.
• About 1-2 years of related customer service experience preferred.
• Knowledge of customer question handling, service ticket workflows, product or service information, and professional interaction practices.
• Familiarity with a CRM such as Microsoft Dynamics 365 and the ability to learn a Support platform such as Salesforce Service Cloud preferred.
• Experience using a Contact-center phone system such as Genesys or a Live chat such as Zendesk preferred.
• Clear verbal and written communication skills for explaining information, asking focused questions, and documenting interaction notes.

Responsibilities

• Monitor incoming customer questions through phone calls, emails, live chat, and service ticket queues, identifying the request, relevant details, and appropriate next step.
• Verify customer details and issue context in a CRM such as Microsoft Dynamics 365 before providing guidance or updating an interaction.
• Explain product or service information clearly, using approved reference materials and adapting explanations to the customer’s stated question.
• Create, update, and organize service tickets in a Support platform such as Salesforce Service Cloud so the interaction history remains clear for the support team.
• Handle phone conversations through a Contact-center phone system such as Genesys, recording concise notes and agreed next actions after each interaction.
• Respond to real-time customer messages using a Live chat such as Zendesk, maintaining a professional tone and confirming understanding before closing a conversation.
• Follow up on open service tickets when additional information, clarification, or a customer response is needed to move the matter forward.
• Escalate complex, recurring, or unresolved customer concerns to the customer service team lead and appropriate internal support contacts with complete notes.
• Coordinate with support team colleagues to share updates, confirm ownership of next steps, and provide consistent information across communication channels.
• Meet quality expectations measured through accuracy, turnaround, complete notes, and timely follow-up on assigned customer interactions.

Skills

Customer service

Communication

Multitasking

Education

High school diploma

Tools

Microsoft Dynamics 365

Salesforce Service Cloud

Genesys

Zendesk

Job description

Talentoma is hiring a Customer Service Specialist for a fully remote role based in New York, United States. You will handle inquiries via phone, email, and live chat, guiding customers and advancing tickets toward clear outcomes.

The position requires a 40-hour weekly commitment and collaboration with the customer service team lead. Responsibilities include verifying details in CRM systems, explaining product information, creating and updating tickets in Salesforce, and maintaining accurate