Remote Customer Support Specialist

The Helmsman Group LLC; North Carolina; Remote; USD 42,000 - 60,000; Full time

Job summary

The Helmsman Group LLC is seeking a Customer Care Representative to provide timely, professional help via phone, email, and chat. You will be the first contact for customers, resolve routine issues, manage support tickets, and escalate complex concerns when needed.

Ideal candidates have strong communication, problem‑solving, and documentation skills, with experience in CRM or help desk systems. This remote role offers flexible hours and the opportunity to support a growing customer base.

Qualifications

• High school diploma or equivalent required.
• Associate or bachelor's degree in Business, Information Technology, Communications, or a related field preferred.
• 1–3 years of experience in customer service, customer care, help desk, call center, or technical support preferred.
• Strong verbal and written communication skills.
• Excellent active listening and interpersonal skills.
• Strong problem‑solving and customer‑service skills.
• Ability to remain calm, patient, and professional when handling difficult customer situations.
• Basic computer skills and ability to work with multiple systems simultaneously.
• Experience with CRM, ticketing, or help desk systems preferred.
• Strong organizational and time‑management skills.

Responsibilities

• Respond to customer inquiries through phone, email, chat, and other approved support channels.
• Provide accurate and courteous assistance with customer questions, requests, and concerns.
• Serve as the first point of contact for customer support and help desk inquiries.
• Identify customer needs by asking appropriate questions and gathering relevant information.
• Troubleshoot basic product, service, account, application, and access-related issues.
• Provide customers with clear, step‑by‑step instructions to resolve common problems.
• Assist customers with account access, password resets, profile updates, orders, billing inquiries, and service requests as applicable.
• Create, update, and manage customer support tickets and cases.
• Accurately document customer interactions, issues, troubleshooting steps, resolutions, and follow‑up actions.
• Use CRM, help desk, knowledge‑base, and customer service systems to manage support requests.
• Escalate technical, billing, account, or service issues that require specialized assistance.
• Ensure escalated cases contain complete and accurate information for efficient resolution.
• Follow up with customers on open or escalated cases and provide timely status updates.
• Monitor assigned cases and ensure requests are resolved within established service‑level agreements (SLAs).
• Maintain current knowledge of products, services, policies, procedures, and support resources.
• Direct customers to appropriate self‑service resources, FAQs, knowledge bases, and online tools.
• Identify recurring customer issues and communicate trends to supervisors and relevant departments.
• Handle customer complaints and challenging situations with patience, professionalism, and empathy.
• Protect customer personal, financial, and account information in accordance with company privacy and security policies.
• Follow customer care, help desk, escalation, quality assurance, and compliance procedures.
• Meet established customer satisfaction, response‑time, resolution‑time, productivity, and quality targets.
• Participate in training, coaching, quality reviews, and customer support improvement initiatives.
• Recommend improvements to help desk procedures, knowledge resources, and customer support processes.

Skills

Customer Support

Customer Care

Help Desk Support

Customer Service

Issue Resolution

Ticket & Case Management

Active Listening

Problem Solving

Communication

Documentation

Education

High school diploma or equivalent

Associate or bachelor's degree in Business, IT, Communications, or related field

1–3 years of customer service or help desk experience

Tools

CRM Systems

Ticketing Systems

Help Desk Systems

Job description

The Helmsman Group LLC is seeking a Customer Care Representative to provide timely, professional help via phone, email, and chat. You will be the first contact for customers, resolve routine issues, manage support tickets, and escalate complex concerns when needed.

Ideal candidates have strong communication, problem‑solving, and documentation skills, with experience in CRM or help desk systems. This remote role offers flexible hours and the opportunity to support a growing customer base.