Remote job
Remote Phones and Tickets Customer Support 10.26
Job details
About this role
Role overview A remote, contract-based customer support position handling a mix of inbound phone calls and digital support tickets on behalf of popular consumer brands. The work is fully home-based with flexible shift scheduling, and the agent serves as a friendly guide who helps end users troubleshoot issues and get more value from the product. Orientation for the project cohort begins in June 2026, with coverage running Monday through Saturday.
Responsibilities - Answer inbound phone calls and respond to written support tickets from customers in English - Follow a documented, step-by-step workflow to triage questions, troubleshoot issues, and reach resolutions - Walk customers through answers and product usage so they understand the right next step - Adapt tone and approach based on coaching, feedback, and quality reviews from team leads - Pick up available shifts as the project demands, including weekdays and weekend days - Maintain a consistently friendly, patient, and professional manner across every interaction
Requirements - Prior experience in customer support that combines live phone work and ticket handling - Ability to follow a written workflow and stick to defined processes - Reliable availability across weekdays and weekends during the project's coverage window - Naturally friendly, conversational communication style suitable for voice and written channels - Willingness to accept feedback and adjust to improve team performance - Dedicated laptop or desktop running Windows 10 or newer, a quality headset, and willingness to install required security software and a two-factor authentication app
Nice to have - Previous remote or gig-based contractor experience - Comfort adjusting schedule on short notice as staffing needs shift
Benefits and work setup - 100% remote, work-from-home arrangement - Flexible, shift-based scheduling tied to project demand - Coverage hours: Monday through Saturday, 6:00 AM to 5:00 PM Pacific - Project orientation launching June 2026 - English-language customer interactions