Customer Support Assistant

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 Support Assistant position. The role provides administrative support within the customer support team, working under a customer service team lead to keep inquiries organized and customers informed. It works with customers, support representatives, and product specialists to prepare clear information, maintain useful service histories, and help outstanding questions reach the right person.

This fully remote position is based in Pennsylvania, United States, and all duties are desk-based work from home. The role requires a 40‑hour weekly commitment. Working days and shift times may vary.

Job Responsibilities:

• Review incoming customer emails and service tickets in a Support platform such as Zendesk, identifying the question, requested assistance, and any missing information.
• Check existing customer details and previous interactions in a CRM such as Zoho CRM before preparing updates or routing requests to support representatives.
• Categorize inquiries by topic and urgency using established instructions, helping the support team see which requests need attention and which are awaiting responses.
• Prepare straightforward replies about product or service information using approved reference materials, asking a support representative to review unfamiliar questions before sending.
• Help customers locate published account access instructions and explain the next administrative step without requesting passwords or making changes outside assigned permissions.
• Enter concise interaction notes, update ticket status, and record the next action so another team member can understand the request without repeating questions.
• Track outstanding requests and send follow-up messages when information is missing or an update is due, recording customer responses in the relevant ticket.
• Escalate unresolved questions, repeated access difficulties, or dissatisfied customer responses to a support representative or the customer service team lead with clear background notes.
• Confirm that the customer has received the requested information before completing assigned tickets, following the team's closure instructions and keeping linked entries consistent.
• Maintain quality through accurate information, timely turnaround, complete notes, and dependable follow-up; use feedback from ticket reviews to improve subsequent work.

Qualifications:

• High school diploma or equivalent.
• No experience required; related customer support, email response, or office support experience preferred, including experience gained through volunteer activities.
• Basic understanding of how customer questions move from initial contact through response, follow-up, escalation, and completion within a shared support queue.
• Familiarity with service tickets, customer interaction histories, and reference materials; willingness to learn the example support platform and CRM through structured training.
• Clear written communication for preparing courteous replies, summarizing customer questions, and leaving notes that colleagues can understand without additional explanation.
• Careful reading and accurate typing, with the ability to compare customer information against existing entries and notice missing details before updating them.
• Willingness to ask questions, accept coaching, and follow approved instructions rather than guess when a request falls outside familiar procedures.
• A reliable computer, high-speed internet, and quiet private workspace, with availability for the 40‑hour weekly commitment and agreed working days and shift times.
• Authorization to work in the United States.
• Fully remote work with desk‑based responsibilities completed from home.
• Structured onboarding and training on a Support platform such as Zendesk and a CRM such as Zoho CRM.
• Regular check‑ins with the customer service team lead for guidance and feedback.
• Build practical skills in customer correspondence, ticket organization, service history updates, and follow‑up coordination.
• Health coverage, paid leave, a 401(k), bonus opportunities, and stipends.