Phone Support Agent

Job Title: Phone Support Agent

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

Summary:

Every resolved phone question gives a customer a clear answer and a practical next step. As a Phone Support Agent, you handle incoming customer calls, explain product or service information, and keep service requests moving toward resolution. You work within the customer support team under a customer service team lead, collaborating with other agents and service specialists when questions need additional review. This fully remote position lets you work from home in New Jersey, United States, with all responsibilities completed through phone and computer systems. The role requires a 40-hour weekly commitment. Working days and shift times may vary.

Job Responsibilities:

• Receive incoming calls through a contact-center phone system such as Five9, greet customers professionally, and establish the reason for each call.
• Confirm relevant account information using approved verification steps before discussing customer requests, while keeping unrelated personal information out of notes.
• Review previous interactions in a CRM such as HubSpot so customers do not need to repeat details already available to the support team.
• Ask focused questions, listen without interrupting, and summarize the issue to confirm that you understand what the customer needs.
• Explain product or service information using approved reference materials, giving clear answers without guessing or promising outcomes outside your authority.
• Open or update service tickets in a support platform such as Freshdesk, recording the question, actions taken, and agreed next steps.
• Guide customers through straightforward service steps during calls, checking whether the explanation or action has addressed the original question.
• Escalate unresolved questions, repeated service issues, or requests outside your authority to the customer service team lead or designated service specialist.
• Make follow-up calls when an update is due, review open tickets, and provide a clear handoff when another agent must continue the work.
• Meet quality expectations for accurate answers, timely handling, complete notes, and dependable follow-up, using feedback from reviewed calls to improve performance.

Qualifications:

• High school diploma or equivalent.
• No experience required; related phone support, call center, or customer-facing experience preferred.
• Ability to learn incoming call handling, call transfers, hold procedures, and the steps used to close a customer conversation clearly.
• Basic understanding of how customer account histories, service tickets, and approved product or service reference materials support accurate answers.
• Willingness to learn the named phone, CRM, and support systems, including navigation, searching, and clear interaction notes.
• Clear spoken communication, patient listening, and the ability to explain instructions in everyday language while checking customer understanding.
• Ability to prioritize open requests, recognize when assistance is needed, and apply feedback from call reviews and coaching conversations.
• A reliable computer, high-speed internet, and a quiet private workspace, plus 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 with desk-based responsibilities completed from your home workspace.
• Structured onboarding and training on the named systems, call procedures, and service reference materials.
• Regular check-ins with the customer service team lead for guidance and feedback.
• Opportunities to build call handling, first-call resolution, service ticket documentation, and customer communication skills.
• Health coverage, paid leave, maternity leave, bonus opportunities, and stipends.