Remote Phone Support Specialist - Clear Guidance & Impact

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

Benefits offered by this job

Health coverage

Paid leave

401(k)

Maternity leave

Stipends

Job summary

Sales Match is hiring a Phone Support Specialist. This fully remote, work-from-home role is based in New Jersey and requires a 40-hour weekly commitment. You will handle incoming calls, verify information, review CRM histories, and create/update tickets in Zendesk while ensuring customers understand next steps.

Join a team that emphasizes high-quality answers, timely follow-up, and clear handoffs. Prior experience in phone support and CRM tools is preferred.

Qualifications

• High school diploma or equivalent.
• About 1–2 years of phone support, customer assistance, or related contact-center experience preferred.
• Working knowledge of customer service management practices, account verification steps, service information lookup, and escalation boundaries.
• Familiarity with CRM navigation, support ticket updates, and reviewing interaction histories while speaking with customers.
• Authorization to work in the United States.

Responsibilities

• Receive incoming customer calls through a contact-center system, review queue information, and identify the reason for the inquiry.
• Confirm the customer's request and account information using verification steps and focused questions.
• Review previous interactions in a CRM to understand open questions and follow-up underway.
• Explain product or service information using reference materials and ensure customer understands next steps.
• Create and update service tickets in Zendesk, recording the request and current status.
• Handle routine questions within permissions and route complex issues to the appropriate specialist.
• Route unresolved issues to the team lead with concise context and stated needs.
• Arrange callbacks as needed, track responses, and follow up when updates are available.
• Close tickets with accurate outcomes and maintain clear handoff notes.
• Meet quality expectations and use reviews/feedback to improve.

Skills

Phone support

Customer service

CRM navigation

Communication

Problem solving

Education

High school diploma or equivalent

Tools

Zoho CRM

Zendesk

Genesys

Job description

Sales Match is hiring a Phone Support Specialist. This fully remote, work-from-home role is based in New Jersey and requires a 40-hour weekly commitment. You will handle incoming calls, verify information, review CRM histories, and create/update tickets in Zendesk while ensuring customers understand next steps.

Join a team that emphasizes high-quality answers, timely follow-up, and clear handoffs. Prior experience in phone support and CRM tools is preferred.