This role answers customer questions by phone and routes requests to the right support contact.
Compensation
Monthly Pay: $3,533 - $4,962 USD per month
Responsibilities
Receive incoming calls through a contact-center phone system such as Five9, greet callers clearly, and establish the reason for each call.
Use approved verification steps before discussing an existing service request, and check the caller's contact information against the available customer profile.
Review customer history in a CRM such as Salesforce to understand earlier conversations, open requests, and any follow-up already assigned to another representative.
Answer routine questions using approved product or service information, explain available next steps, and check that the customer understands the response.
Create and update service tickets in a support platform such as Freshdesk, recording the request, information checked, response given, and remaining actions.
Requirements
High school diploma or equivalent
Nice to have: related experience answering customer calls
Login difficulties, software error messages, browser issues, and questions about application settings make up the daily work. The Software Support Agent helps users restore normal access and understand software features through clear, step-by-step assistance.
Compensation
Monthly Pay: $5,416 - $7,283 USD per month
Responsibilities
Receive software support requests through an assigned ticket queue and email, using a support platform such as Freshdesk to organize incoming questions and updates.
Confirm the affected application, device operating system, browser version, error message, and business impact before selecting the appropriate troubleshooting steps for each request.
Review existing ticket history and approved support articles to understand previous attempts, avoid repeated instructions, and identify known issues affecting the reported software behavior.
Guide users through approved account access steps, browser checks, application settings, and basic software installation checks without requesting passwords or other sensitive credentials.
Reproduce reported problems when possible using approved test procedures, distinguishing user setup questions from recurring application errors that need further technical investigation.
This role answers customer questions and supports routine account requests through email and service tickets.
Locations (2)
Columbus, Ohio, United States
Ohio, United States
Compensation
Monthly Pay: $3,588 - $5,032 USD per month
Responsibilities
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.
When customers need help getting value from a service, this role makes sure they understand their next steps and have a dependable contact.
Locations (2)
Albany, New York, United States
New York, United States
Compensation
Monthly Pay: $3,868 - $5,777 USD per month
Responsibilities
Review incoming customer emails, service tickets, and assigned account tasks to identify questions, adoption obstacles, and requests needing follow-up.
Check account history, service access, previous conversations, and stated customer goals before deciding the next appropriate action within established service procedures.
Maintain customer profiles and progress notes in a CRM such as Salesforce, recording agreed actions, responsible contacts, and next follow-up dates.
Organize customer questions through a support platform such as Freshdesk, keeping ticket status and internal handoff notes current throughout resolution.
Guide customers through available service features and approved resources, relating instructions to their intended outcomes without making unsupported promises about results.