Customer Support Specialist

Job Title: Customer Support Specialist

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

Summary:

Product questions, account access steps, and unresolved service requests make up the daily work of this Customer Support Specialist position. Within the customer support team, the specialist works under a customer service team lead to provide accurate answers and keep requests moving toward resolution. The role works with customers, other support specialists, and product contacts to clarify information and coordinate practical next steps. This fully remote position supports work from home in Florida, United States, with all duties completed through digital systems. The role requires a 40-hour weekly commitment. Working days and shift times may vary.

Job Responsibilities:

• Review incoming customer questions in the shared email and ticket queue, identifying the issue, urgency, and any previous conversations before responding.
• Use a support platform such as Zendesk to categorize service tickets, assign appropriate statuses, and maintain a clear history of each request.
• Check customer contact information and relevant interaction history in a CRM such as Salesforce, correcting routine entry errors within assigned permissions.
• Explain product or service information using approved reference materials, adapting the detail and wording to the customer's question and familiarity with the service.
• Guide customers through established account access steps, checking what they have already tried and confirming whether the suggested steps resolve their issue.
• Handle complaints calmly, acknowledge the concern, clarify the requested outcome, and explain available service options without making promises outside established procedures.
• Record the customer's question, checks completed, response provided, and next action so another support team member can continue the conversation without unnecessary repetition.
• Follow up on open requests within established service targets, seek missing information from customers, and keep them informed when an answer needs additional review.
• Escalate unresolved issues, repeated complaints, or unclear guidance to the customer service team lead, including relevant context and questions for product contacts when needed.
• Confirm resolution before closing tickets; quality is judged through answer accuracy, turnaround, complete notes, appropriate escalation, and consistent follow-up on outstanding requests.

Qualifications:

• High school diploma or equivalent.
• About 1-2 years of customer support or customer service experience preferred, particularly answering questions and maintaining service tickets through resolution.
• Familiarity with ticket categories, request statuses, customer contact history, and service-level agreements used to organize support work.
• Working knowledge of a support platform such as Zendesk and a CRM such as Salesforce, including accurate ticket updates and interaction notes.
• Ability to locate approved product information, compare it with a customer's question, and recognize when an answer needs further review.
• Clear written communication, patient questioning, and sound judgment when explaining next steps or responding to dissatisfied customers.
• A reliable computer, high-speed internet, and a quiet private workspace suitable for handling customer conversations and account information remotely.
• Availability for the 40-hour weekly commitment and agreed working days and shift times, including dependable attendance during assigned hours.
• Authorization to work in the United States.

Perks & Benefits:

• Fully remote work with desk-based responsibilities and customer interactions handled through digital channels.
• Structured onboarding and training on a support platform such as Zendesk and a CRM such as Salesforce.
• Regular check-ins with the customer service team lead for feedback, questions, and clarification of support procedures.
• Opportunities to build complaint resolution, customer experience management, ticket handling, and clear service communication skills.
• Health coverage, paid leave, maternity leave, bonus opportunities, and stipends.