Client Overview

A growing US-based technology solutions provider specializing in hardware, software, and data center maintenance services. The company partners with businesses to deliver technology solutions and professional support while providing exceptional customer service from the very first interaction.

Job Description

We are seeking a professional and customer-focused Customer Support Agent to become the first point of contact for inbound customer inquiries.

In this role, you will answer incoming phone calls, gather customer information, understand their requirements, and ensure every inquiry is accurately documented and routed to the appropriate team. The ideal candidate is an excellent communicator who enjoys helping customers and delivering a positive first impression of the business.

Schedule

• Mon – Fri; 9am - 5pm based on EST; 40h per week

Responsibilities

• Answer inbound customer calls in a professional, friendly, and timely manner
• Gather customer contact information and accurately document inquiries
• Understand customer requirements and ask appropriate qualifying questions
• Provide general information regarding the company's products and services
• Ensure every customer receives a positive and professional experience
• Escalate or transfer inquiries to the appropriate internal department when required

Customer Support & Call Handling

Lead & Information Management

• Maintain accurate customer records within the company's CRM or internal systems
• Document call notes, service requests, and customer requirements
• Track inbound inquiries and ensure no opportunities are missed
• Support internal teams by providing complete and accurate customer information
• Assist in maintaining organized communication records and follow-up activities

Administrative Support

• Monitor incoming customer requests and ensure timely responses
• Support general administrative tasks related to customer service operations
• Learn company products and services to confidently answer common questions
• Contribute to continuous improvements in customer support processes

Requirements

• Previous experience in customer service, call center, receptionist, or voice support roles
• Excellent verbal English communication skills with a clear and professional phone manner
• Strong skills and attention to detail
• Ability to communicate effectively with customers of varying technical knowledge
• Comfortable documenting information accurately while handling calls
• Self-motivated and able to work independently in a remote environment
• Reliable internet connection and professional home office setup

Highly Regarded Skills & Experience

• Experience supporting technology, software, hardware, or e-commerce businesses
• Previous experience using CRM or customer support platforms
• Familiarity with VoIP phone systems or cloud-based communication tools
• Experience routing service requests or technical support inquiries
• Strong organizational and multitasking abilities

Scope

• Serve as the first point of contact for inbound customer inquiries
• Deliver outstanding customer service through professional phone support
• Maintain accurate customer records and inquiry tracking
• Ensure smooth communication between customers and internal departments
• Help improve customer satisfaction through timely and effective support

Ideal Candidate Profile

The ideal candidate is:

• Friendly and professional on the phone
• Customer-focused with excellent communication skills
• Organized and detail-oriented
• Calm under pressure and able to multitask
• Reliable, proactive, and eager to learn
• Committed to delivering exceptional customer experiences

Independent Contractor Perks

• Permanent Work from Home
• Immediate Hiring
• Health Insurance Coverage for eligible locations

Note

• Please click the Apply" button to complete your application, including the assessment questions, technical check, and voice recording. Your hourly pay rate will be established based on your performance in the application process; submissions with all requirements fulfilled will receive priority review.