Remote Customer Support Specialist

Talentoma; Tampa (FL); Remote; USD 39,000 - 55,000; Full time

Benefits offered by this job

Fully remote work from home

Structured onboarding and practical培训

Regular check-ins with team lead

Opportunities to build call handling &

Health coverage

Paid leave

Maternity leave

Bonus opportunities

Stipends

Job summary

Talentoma is seeking a Customer Assistance Agent to provide clear, step-by-step support to customers. The role is desk-based, fully remote from Florida, and operates within a team that handles everyday service questions and account access guidance.

You’ll work with tickets, chat, and phone, following standard processes and documentation practices. The position requires a 40-hour weekly commitment, with variable shifts.

Qualifications

• High school diploma or equivalent.
• No experience required; related customer assistance or online service experience preferred.
• Ability to write clear messages and explain instructions verbally.
• Familiarity with support platforms and CRM tools; willingness to learn the named systems.

Responsibilities

• Receive customer questions from an assigned queue in a support platform and identify needed information.
• Answer calls using a contact-center system, confirm the question, explain next steps, and de-escalate as needed.
• Handle live chat conversations, route complex questions to tickets, and maintain clear responses.
• Check contact history in a CRM before updating customer profiles and noting open questions.
• Consult the knowledge base to explain products and steps without promising unsupported outcomes.
• Guide customers through account access steps and determine when specialist help is required.
• Document questions, checks, guidance, and next actions in the service ticket.
• Follow up on unresolved questions, share progress updates, and escalate when appropriate.
• Ensure questions are resolved before closing tickets and flag outdated guidance for review.
• Work quality judged by accuracy, turnaround, notes, and follow-up; incorporate team feedback.

Skills

Written communication

Verbal communication

Customer service basics

Knowledge base navigation

Education

High school diploma

Tools

Freshdesk

Genesys

Zendesk

Microsoft Dynamics 365

CRM software

Job description

Talentoma is seeking a Customer Assistance Agent to provide clear, step-by-step support to customers. The role is desk-based, fully remote from Florida, and operates within a team that handles everyday service questions and account access guidance.

You’ll work with tickets, chat, and phone, following standard processes and documentation practices. The position requires a 40-hour weekly commitment, with variable shifts.