Phone Support Specialist

Job Title: Phone Support Specialist

Monthly Pay: $3,777 - $5,661 USD per month

Summary:

Every resolved phone inquiry gives a customer a clear answer and a practical next step. The Phone Support Specialist handles customer questions, explains service information, and maintains useful notes so requests move toward resolution without unnecessary repeat calls. This role sits within the customer support team, works under a customer service team lead, and coordinates with customers and internal service specialists. This is a fully remote, work from home position based in New Jersey, United States. The role requires a 40-hour weekly commitment. Working days and shift times may vary.

Job Responsibilities:

• Receive incoming customer calls through a contact-center phone system such as Genesys, review queue information, and identify the reason for each inquiry.
• Confirm the customer's request and relevant account information using approved verification steps, asking focused questions before discussing service details or making updates.
• Review previous interactions in a CRM such as Zoho CRM to understand open questions, earlier guidance, and any follow-up already underway.
• Explain product or service information using approved reference materials, keeping answers clear and checking that the customer understands the available next steps.
• Create and update service tickets in a support platform such as Zendesk, recording the request, checks completed, actions taken, and current status.
• Handle routine service questions within established permissions, distinguishing requests that can be resolved directly from those needing another support specialist's assistance.
• Route unresolved or unusual issues to the customer service team lead or appropriate service specialist, providing concise context and the customer's stated needs.
• Arrange callbacks when answers require further review, track outstanding responses, and follow up with customers when updated information becomes available.
• Close completed tickets with accurate outcomes, confirm any remaining customer actions, and maintain clear handoff notes when another colleague continues the work.
• Meet quality expectations through accurate answers, timely handling, complete notes, appropriate routing, and reliable follow-up; use call quality reviews and customer satisfaction feedback to improve.

Qualifications:

• High school diploma or equivalent.
• About 1-2 years of phone support, customer assistance, or related contact-center experience preferred.
• Working knowledge of customer service management practices, account verification steps, service information lookup, and appropriate escalation boundaries.
• Familiarity with CRM navigation, support ticket updates, call logging, and reviewing interaction histories while speaking with customers.
• User-level understanding of interactive voice response, automatic call distribution, and how queue status affects incoming phone support work.
• Familiarity with computer telephony integration, quality monitoring, and customer satisfaction measurement as they relate to individual phone support performance.
• Clear spoken and written communication, careful listening, and the ability to explain next steps calmly without making unsupported promises.
• A reliable computer, high-speed internet, and a quiet private workspace; 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 focused on desk-based customer conversations, service ticket updates, and coordinated follow-through from your home workspace.
• Structured onboarding and training on the named phone, CRM, and support systems, including practice with common customer questions and escalation steps.
• Regular check-ins with the customer service team lead to review call quality, discuss challenging inquiries, and clarify service guidance.
• Opportunities to build phone support judgment, call logging accuracy, customer follow-up habits, and confidence explaining service information.
• Health coverage, paid leave, a 401(k), maternity leave, and stipends.