Remote Customer Support Specialist

Sales Match; Tampa (FL); Remoto; USD 39.000 - 55.000; Tempo pieno

Vantaggi offerti da questo lavoro

Fully remote

Structured onboarding and training

Regular check-ins with team lead

Opportunities to build call handling &

Health coverage

Paid leave

Bonus opportunities

Stipends

Descrizione del lavoro

Sales Match is seeking a Customer Assistance Agent for a fully remote role based in Florida. You will handle product questions, account access steps, and service follow-ups, following up to ensure issues are resolved and knowledge base guidance is current.

Work is desk-based, with a 40-hour week; you will use Freshdesk, Genesys, Zendesk, and Microsoft Dynamics 365 to manage tickets and interactions, collaborating with teammates and a team lead for ongoing improvement.

Competenze

• High school diploma or equivalent.
• No experience required; related customer assistance experience preferred.
• Familiarity with support platforms, CRM tools, phone systems, and live chat.
• Ability to write clear messages and explain instructions.
• Availability for the 40-hour weekly commitment.
• Authorization to work in the United States.

Mansioni

• Receive customer questions from an assigned queue in a support platform and identify needed information.
• Answer calls using a contact-center system, confirm questions, and de-escalate tense conversations.
• Handle brief conversations via live chat, routing complex items to tickets.
• Check CRM data before updating customer profiles and noting open questions.
• Consult the knowledge base to explain product or service information without guessing.
• Guide customers through account access steps and escalate when needed.
• Log questions, checks, guidance, and next actions in the service ticket.
• Follow up on unresolved questions and provide progress updates.
• Confirm issues are addressed and flag outdated knowledge base guidance.

Conoscenze

Clear written communication

Active listening

Ability to ask focused questions

Ability to explain instructions

Accurate note taking

Team collaboration

Formazione

High school diploma or equivalent

Strumenti

Freshdesk

Genesys

Zendesk

Microsoft Dynamics 365

Descrizione del lavoro

Sales Match is seeking a Customer Assistance Agent for a fully remote role based in Florida. You will handle product questions, account access steps, and service follow-ups, following up to ensure issues are resolved and knowledge base guidance is current.

Work is desk-based, with a 40-hour week; you will use Freshdesk, Genesys, Zendesk, and Microsoft Dynamics 365 to manage tickets and interactions, collaborating with teammates and a team lead for ongoing improvement.