[Hiring] Customer Experience Agent @Talentoma

Role Description

Product questions, account access difficulties, and service follow-ups make up the daily work of this Customer Experience Agent. You help customers understand available services, resolve routine concerns, and move forward with clear next steps. The position sits within the customer support team and works under a customer service team lead. You collaborate with other agents and service specialists to keep answers consistent and customer requests moving toward resolution. This fully remote position lets you work from home in New Jersey, United States. The role requires a 40-hour weekly commitment. Working days and shift times may vary.

Job Responsibilities

• Receive customer questions through assigned service tickets, incoming calls, emails, and chat conversations, identifying the request and its urgency before taking action.
• Review previous interactions in a CRM such as Salesforce to understand the customer's situation and avoid asking them to repeat information already provided.
• Use approved product and service information to answer questions, explain available features, and guide customers through routine account access and initial setup steps.
• Manage service tickets in a support platform such as Zendesk, recording the issue, checks completed, guidance given, and next action in clear notes.
• Handle telephone conversations through a contact-center phone system such as Talkdesk, confirming understanding and summarizing agreed next steps before ending each call.
• Respond through a live chat such as LiveChat, using clear explanations and checking that customers can follow the suggested steps without unnecessary confusion.
• Troubleshoot routine service problems step by step, checking approved guidance and confirming whether each action resolves the customer's stated concern.
• Escalate unresolved or unfamiliar issues to the customer service team lead or appropriate service specialist, including relevant context and steps already attempted.
• Follow up on open requests, share progress updates, capture customer feedback, and flag recurring questions that could improve the customer experience.
• Close completed requests after confirming the outcome; quality is judged through accuracy, turnaround, complete notes, appropriate follow-up, and adherence to approved service guidance.

Qualifications

• High school diploma or equivalent.
• No experience required; related experience helping customers through telephone, email, or online conversations is preferred.
• Basic understanding of customer service practices, including respectful questioning, clear explanations, and confirming that a concern has been addressed.
• Ability to learn the named customer service systems and move between customer conversations, reference materials, and interaction notes.
• Clear written and spoken communication, with the ability to adjust explanations to different levels of customer familiarity.
• Patient approach to troubleshooting, customer onboarding questions, and conversations with customers who need additional guidance or reassurance.
• Ability to organize assigned requests, maintain accurate notes, recognize unresolved issues, and follow established escalation steps.
• 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.

Benefits

• Fully remote work from home in a desk-based customer support role.
• Structured onboarding and training on the named systems, service reference materials, and standard customer interaction procedures.
• Regular check-ins with the team lead to review questions, discuss feedback, and strengthen day-to-day service delivery.
• Build practical skills in customer interaction management, troubleshooting, customer onboarding, and interpreting customer feedback.
• Health coverage, paid leave, maternity leave, bonus opportunities, and stipends.