[Hiring] Account Support Associate @Talentoma

Role Description

This role answers customer questions and supports routine account requests through email and service tickets. It keeps account information accurate and helps customers understand available services and next steps. The position sits within the account support team and works under a customer service team lead. It works with customers, account managers, and the support team to keep requests moving toward resolution. This fully remote position allows you to work from home in Ohio, United States. The role requires a 40-hour weekly commitment. Working days and shift times may vary.

• Review incoming account questions in a support platform such as Freshdesk, identify the request, and check earlier conversations before responding.
• Confirm the customer's account using approved verification steps and existing account information before discussing details or making permitted updates.
• Check contact information, service settings, and request history in a CRM such as HubSpot, noting discrepancies that need clarification from the customer.
• Answer routine questions about account access, service features, and request status using approved guidance, with clear explanations suited to the customer's question.
• Complete permitted contact and preference updates after verification, then review the changes for accuracy before confirming completion with the customer.
• Record each interaction, action taken, outstanding question, and next step so another support team member can continue the request without repeated questioning.
• Coordinate with account managers and the support team when a request needs additional information, another team's action, or confirmation of service details.
• Follow up on open requests at the agreed checkpoint, check for updates, and tell customers what remains outstanding without promising unconfirmed completion times.
• Escalate unresolved access issues, conflicting account information, and requests outside assigned authority to the customer service team lead, including concise notes and relevant context.
• Close completed tickets after confirming the outcome. Work quality is assessed through accuracy, turnaround, complete notes, and consistent follow-up on unresolved requests.

Qualifications

• High school diploma or equivalent.
• No experience required; related experience in account support, customer assistance, or office administration is preferred.
• Basic understanding of customer accounts, contact information, service requests, and the importance of checking details before making changes.
• Ability to learn a CRM such as HubSpot and a support platform such as Freshdesk through guided practice and written instructions.
• Clear written communication for customer replies, internal handoffs, and concise notes that explain what happened and what comes next.
• Ability to compare information, recognize missing details, ask focused questions, and distinguish routine requests from issues needing assistance.
• 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, with dependable attendance and timely handoffs.
• Authorization to work in the United States.

Benefits

• Fully remote work from home in a desk-based account support position.
• Structured onboarding and training on the CRM and support platform examples named above, with practice handling common account requests.
• Regular check-ins with the customer service team lead to review questions, discuss feedback, and clarify next steps.
• Build practical skills in account servicing, client liaison, ticket management, service delivery, and identifying service improvement opportunities.
• Health coverage, paid leave, maternity leave, bonus opportunities, and stipends.