Customer Support Agent

Your tasks

Summary Questions about orders, service steps, and unresolved concerns need clear answers and calm replies. As a Customer Support Agent, you take incoming calls and contact customers from a follow-up list. You explain available answers, solve simple issues, and help customers understand the next step. A customer support team lead provides guidance, reviews your notes, and helps with questions you cannot answer. You aim to leave each customer informed, with a clear answer or an agreed plan for follow-up. This fully remote position lets you work from home while receiving guidance from your team. The role pays a monthly base salary plus bonus opportunities.

Job Responsibilities

• Review customer questions, the call queue, and follow-up lists in a CRM such as Zendesk. This system stores customer details and previous answers.
• Take incoming calls and make follow-up calls through a business phone system such as RingCentral. Start with a friendly introduction and explain your reason for calling.

• Listen to the customer's concern before offering an answer. Ask short questions to understand missing details and confirm what help they need.
• Explain services, orders, and next steps using the team's approved reference guide. Use familiar words and check that the customer understands your reply.

• Resolve simple issues during the call when an approved answer is available. Ask the customer whether your explanation has addressed their concern.
• Keep your voice calm when customers feel upset or rushed. Give them space to explain without interrupting or making promises.

• Add clear notes after every call, including the question, answer, and next step. Set a reminder when another call is needed.
• Send questions you cannot answer to the customer support team lead. Include a short summary so the customer need not repeat everything.

• Contact customers waiting for answers and explain any updates. Confirm that the issue is resolved before closing the record.
• Mark wrong numbers, duplicate entries, and requests not to call. Share daily call counts and common questions, and practice improved replies during coaching.

• Meet quality standards through accurate notes, polite calls, quick follow-up, and complete customer records. Use feedback to improve your next conversation.

Requirements

• Professional spoken and written English, because calls are generally with customers in the United States.
• A computer, a mobile phone, a stable internet connection, and reliable electricity.

• No experience required. Previous phone support or other customer-facing experience is preferred.
• Willingness to learn the service offered and follow an approved call outline without sounding rushed.

• Comfort learning the customer record and phone tools named above, including finding notes and recording outcomes.
• Ability to explain simple service information clearly and check whether a customer needs another explanation.

• Care when entering customer details, setting reminders, and checking that notes match the conversation.
• Patience with repeated questions and willingness to ask the team lead when an answer is unclear.

• A quiet place to take calls, listen closely, and speak without distracting background noise.

What we offer

• Fully remote work from home, with customer support tasks you can complete through the named tools.
• Structured onboarding and training on a CRM such as Zendesk and a business phone system such as RingCentral.

• Regular check-ins with the team lead to review questions, discuss feedback, and identify useful practice.
• Growth opportunities within the team as you strengthen your phone support skills and service knowledge.

• Bonus opportunities.

How to apply

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