Remote Customer Support Specialist

The Helmsman Group LLC; North Carolina; Remote; USD 22,000 - 33,000; Full time

Job summary

The Helmsman Group LLC is seeking a Customer Care Representative for a remote, customer-focused role. You will act as the first point of contact, handling inquiries via phone, email, and chat, and provide clear guidance to resolve common issues.

Ideal candidates have 1–3 years in customer service, strong communication, and the ability to document interactions accurately. You will troubleshoot basic problems and escalate complex cases while maintaining SLAs.

Qualifications

• High school diploma or equivalent required.
• Associate or bachelor's degree in a related field preferred.
• 1–3 years of customer service or help desk experience preferred.
• Strong verbal and written communication skills.
• Ability to remain calm and professional with customers.
• Basic computer skills and ability to work with multiple systems.

Responsibilities

• Respond to customer inquiries through phone, email, chat, and other approved channels.
• Provide accurate and courteous assistance with questions, requests, and concerns.
• Serve as the first point of contact for customer support and help desk inquiries.
• Identify customer needs by asking questions and gathering information.
• Troubleshoot basic product, service, account, and access issues.
• Provide step-by-step instructions to resolve common problems.
• Manage customer accounts, orders, billing inquiries, and service requests as applicable.
• Create, update, and manage support tickets and cases.
• Document customer interactions, issues, and resolutions for follow-up.
• Use CRM, help desk, and knowledge-base systems to manage requests.
• Escalate issues requiring specialized assistance and ensure complete information.
• Follow up with customers on open or escalated cases with timely updates.
• Monitor cases to meet SLAs and maintain knowledge of products and policies.
• Direct customers to self-service resources and knowledge bases.

Skills

Customer Support

Active Listening

Problem Solving

Communication

Documentation

Organization

Empathy

Teamwork

Multitasking

Education

High school diploma

Associate or Bachelor's preferred

Tools

CRM systems

Help Desk systems

Salesforce

Zendesk

Job description

The Helmsman Group LLC is seeking a Customer Care Representative for a remote, customer-focused role. You will act as the first point of contact, handling inquiries via phone, email, and chat, and provide clear guidance to resolve common issues.

Ideal candidates have 1–3 years in customer service, strong communication, and the ability to document interactions accurately. You will troubleshoot basic problems and escalate complex cases while maintaining SLAs.