Customer Support Agent (Remote)

About the role

This fully remote Customer Support Agent takes incoming calls and follows up with customers from a follow-up list, answering questions about orders and service steps and helping customers understand the next step. A team lead gives guidance, reviews notes and supports questions you cannot answer. The role pays a monthly base salary plus bonus opportunities.

Key responsibilities

• Review customer questions, the call queue and follow-up lists in a CRM such as Zendesk.
• Take incoming calls and make follow-up calls through a business phone system such as RingCentral, starting with a friendly introduction.
• Listen to the customer's concern, ask short questions to clarify details, and explain services, orders and next steps using the team's approved reference guide.
• Resolve simple issues when an approved answer is available, and keep your voice calm when customers feel upset or rushed.
• Add clear notes after every call, set reminders for further contact, and send unanswered questions to the team lead with a short summary.
• Contact customers waiting for answers, confirm resolution before closing the record, and mark wrong numbers, duplicates and requests not to call.
• Share daily call counts and common questions, and use feedback to improve your calls.

Required profile

• Professional spoken and written English, as calls are generally with customers in the United States.
• No experience required; previous phone support or other customer-facing experience is preferred.
• Willingness to learn the service and follow an approved call outline without sounding rushed.
• A quiet place to take calls and a stable internet connection and reliable electricity.

Required skills

• Comfortable with a CRM such as Zendesk and a business phone system such as RingCentral.
• Careful entry of customer details and accurate notes.

What we offer

• Fully remote work from home.
• Structured onboarding and training on the CRM and phone system.
• Regular check-ins with the team lead and growth opportunities within the team.
• Bonus opportunities.