Phone Support Advisor

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

Every answered question should leave a customer with clear guidance and a practical next step. As a Phone Support Advisor, you help callers understand service information, compare available support options, and resolve routine concerns without unnecessary transfers. You sit within the customer support team, work under a customer service team lead, and coordinate with other support colleagues when questions need further review.

This fully remote position lets you work from home in Pennsylvania, United States, while providing thoughtful, consistent guidance over the phone. The role requires a 40-hour weekly commitment. Working days and shift times may vary.

• Receive incoming calls through a contact-center phone system such as Five9, review the caller's stated concern, and establish what guidance they need.
• Confirm relevant customer account information using approved verification steps before discussing service details, keeping conversations focused on the caller's request.
• Review previous interactions in a CRM such as Hub Spot so customers do not need to repeat information already available.
• Ask focused questions, listen without interrupting, and explain service features, available options, and routine next steps in clear, everyday language.
• Consult approved reference materials to give accurate guidance, checking unfamiliar information rather than guessing or promising an outcome outside your authority.
• Create and update service tickets in a support platform such as Zendesk, recording the question, advice provided, and outstanding actions.
• Guide customers through straightforward service steps, check their understanding, and adapt explanations when someone needs a slower or more detailed walkthrough.
• Escalate unresolved questions, repeated service concerns, or requests outside established guidance to the customer service team lead with concise supporting notes.
• Follow up on open tickets when updates are available, coordinate outstanding actions with support colleagues, and confirm the customer understands the resolution.
• Maintain quality through accurate answers, appropriate turnaround, complete notes, and dependable follow-up, using call feedback to improve future conversations and close completed tickets.

• High school diploma or equivalent; willingness to learn established phone support procedures and apply feedback during everyday customer conversations.
• No experience required; related experience helping customers by telephone, answering service questions, or supporting a contact center is preferred.
• Ability to listen actively, ask clarifying questions, and give practical guidance without overwhelming customers with unnecessary information or unfamiliar terminology.
• Basic familiarity with customer accounts, service tickets, reference materials, and the difference between resolving a routine question and escalating one.
• Comfort learning the named phone, CRM, and support systems while navigating screens and maintaining an attentive conversation with the caller.
• Clear spoken and written communication, including concise interaction notes that help another support colleague understand what happened and what remains open.
• A calm, respectful approach to frustrated callers, with sound judgment about when to seek guidance from the customer service team lead.
• Access to 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.
• Fully remote work from home, with desk-based responsibilities centered on customer conversations and service guidance.
• Structured onboarding and training on a contact-center phone system such as Five9, a CRM such as Hub Spot, and a support platform such as Zendesk.
• Regular check-ins with the team lead to review questions, discuss feedback, and reinforce consistent service practices.
• Opportunities to build telephone etiquette, active listening, service explanation, and customer issue resolution skills.
• Health coverage, paid leave, a 401(k), maternity leave, and stipends.