Remote Phone Support Specialist

Talentoma; Paterson (NJ); Remote; USD 42,000 - 63,000; Full time

Benefits offered by this job

Fully remote work

Structured onboarding and training

Regular check-ins with team lead

Career development opportunities

Health coverage, paid leave, 401(k), M

Job summary

Talentoma seeks a Phone Support Specialist for a fully remote, home-based role based in New Jersey. The position requires a 40-hour workweek with variable shifts and working days.

The ideal candidate will handle inbound inquiries, verify information, review CRM histories, and provide clear product/service guidance. You will create tickets, escalate when needed, and ensure high-quality follow-up and handoffs.

Qualifications

• High school diploma or equivalent.
• 1–2 years of phone support, customer assistance, or related contact-center experience preferred.
• Working knowledge of customer service management practices, account verification steps, and escalation boundaries.
• Familiarity with CRM navigation, support ticket updates, call logging, and reviewing interaction histories while speaking with customers.
• User-level understanding of IVR, ACD, and how queue status affects incoming phone support work.
• Familiarity with computer telephony integration, quality monitoring, and customer satisfaction measurement as they relate to individual phone support performance.
• Clear spoken and written communication, careful listening, and the ability to explain next steps calmly without making unsupported promises.
• A reliable computer, high-speed internet, and a quiet private workspace; availability for the 40-hour weekly commitment and agreed working days and shift times.
• Authorization to work in the United States.

Responsibilities

• Receive incoming customer calls through a contact-center phone system such as Genesys, review queue information, and identify the reason for each inquiry.
• Confirm the customer's request and relevant account information using approved verification steps, asking focused questions before discussing service details or making updates.
• Review previous interactions in a CRM such as Zoho CRM to understand open questions, earlier guidance, and any follow-up already underway.
• Explain product or service information using approved reference materials, keeping answers clear and checking that the customer understands the available next steps.
• Create and update service tickets in a support platform such as Zendesk, recording the request, checks completed, actions taken, and current status.
• Handle routine service questions within established permissions, distinguishing requests that can be resolved directly from those needing another support specialist's assistance.
• Route unresolved or unusual issues to the customer service team lead or appropriate service specialist, providing concise context and the customer's stated needs.
• Arrange callbacks when answers require further review, track outstanding responses, and follow up with customers when updated information becomes available.
• Close completed tickets with accurate outcomes, confirm any remaining customer actions, and maintain clear handoff notes when another colleague continues the work.
• Meet quality expectations through accurate answers, timely handling, complete notes, appropriate routing, and reliable follow-up; use call quality reviews and customer satisfaction feedback to improve.

Skills

Phone support experience

Clear communication

Customer service practices

Active listening

Calm explanations

Education

High school diploma or equivalent

Tools

Genesys

Zoho CRM

Zendesk

Interactive Voice Response

Automatic Call Distribution

CRM navigation

Job description

Talentoma seeks a Phone Support Specialist for a fully remote, home-based role based in New Jersey. The position requires a 40-hour workweek with variable shifts and working days.

The ideal candidate will handle inbound inquiries, verify information, review CRM histories, and provide clear product/service guidance. You will create tickets, escalate when needed, and ensure high-quality follow-up and handoffs.