Customer Assistance Agent

Job Title: Customer Assistance Agent

Monthly Pay: $3,533 - $4,962 USD per month

Summary:

Product questions, account access steps, and service follow-ups make up the daily work of this Customer Assistance Agent. You provide clear customer assistance that helps people understand available services and resolve everyday questions without repeated contacts. The position sits within the support team, works under a customer service team lead, and collaborates with customers and colleagues who handle more complex service issues. This desk-based position is fully remote, with work from home in Florida, United States. The role requires a 40-hour weekly commitment. Working days and shift times may vary.

Job Responsibilities:

• Receive customer questions from an assigned queue in a Support platform such as Freshdesk, including emails and requests passed on by teammates, and identify the information needed.
• Answer incoming calls using a Contact-center phone system such as Genesys, confirm the customer's question, explain the next service step, and de-escalate tense conversations.
• Handle brief conversations through a Live chat such as Zendesk, using clear responses and moving questions needing further review into service tickets.
• Check relevant contact details and previous interactions in a CRM such as Microsoft Dynamics 365 before making permitted updates to customer profiles, checking for open questions that affect the response.
• Consult the knowledge base to explain product or service information, account access steps, and routine service options without guessing or making unsupported promises.
• Guide customers through approved account access instructions, checking whether each step resolves the issue and recognizing when specialist assistance is needed.
• Record the question, checks completed, guidance given, and next action in the service ticket so another support team member can continue the work.
• Follow up on unresolved questions at the agreed point, share available progress updates, and escalate complex or recurring issues to the customer service team lead.
• Confirm the customer's question has been addressed before closing the ticket, and flag missing or outdated knowledge base guidance and suggest corrections for team review.
• Work is assessed on accuracy, turnaround, complete notes, and consistent follow-up; apply the team lead's feedback to improve future responses.

Qualifications:

• High school diploma or equivalent.
• No experience required; related customer assistance, telephone support, or online service experience preferred.
• Basic understanding of customer questions, service tickets, account access guidance, and when to seek help.
• Familiarity with support platforms, CRM tools, phone systems, and live chat preferred; willingness to learn the example systems named above.
• Ability to write clear messages, explain instructions verbally, and ask focused questions without requesting unnecessary personal information.
• Comfortable checking details, navigating a knowledge base, and entering accurate notes while handling customer conversations.
• A reliable computer, high-speed internet, and a quiet private workspace suitable for customer conversations.
• Availability for the 40-hour weekly commitment and agreed working days and shift times.
• Authorization to work in the United States.

Perks & Benefits:

• Fully remote work from home focused on desk-based customer assistance.
• Structured onboarding and practical training on the named support, CRM, phone, and live chat systems, with guided practice before handling unfamiliar requests independently.
• Regular check-ins with the customer service team lead to review questions, discuss feedback, and reinforce service expectations.
• Opportunities to build call handling, knowledge base navigation, customer communication, and accurate ticket documentation skills through everyday work.
• Health coverage, paid leave, maternity leave, bonus opportunities, and stipends.