Account Support Representative

About the Role

The Account Support Representative responds directly to account questions, clarifies service information, and helps customers move their requests toward resolution. This role sits on the support team and works under a customer service team lead. It partners with customers, support teammates, and internal service contacts when a question needs additional review. This is a fully remote, work from home position based in New York, United States. The role requires a 40-hour weekly commitment. Working days and shift times may vary.

Key Responsibilities

• Receive customer questions through a support queue, phone calls, emails, and service tickets, including requests received after prior self-service attempts, then identify the account topic and requested outcome.
• Review available account details, prior conversations, and service information before providing clear, accurate responses and identifying the most relevant response path.
• Use a support platform such as Kustomer to open, update, categorize, and route service tickets through each stage of handling.
• Use a CRM such as SugarCRM to review customer context and enter concise notes about contacts, questions, actions, and next steps.
• Explain product or service information in straightforward language and confirm that the customer understands the response.
• Ask focused follow-up questions when information is missing, unclear, or does not match the reported concern.
• Coordinate with appropriate internal service contacts when a request requires information outside the representative's assigned scope and provide status context needed for a prompt handoff.
• Follow up with customers on open requests, share available updates, and close tickets after the outcome has been communicated when additional action is pending.
• Escalate urgent, sensitive, or unresolved account concerns to a customer service team lead with complete notes and relevant context.
• Maintain orderly queue coverage and prioritize work based on request urgency, customer impact, and established handling guidance.
• Meet quality expectations through accurate responses, timely turnaround, complete notes, correct ticket routing, and reliable follow-up.

Qualifications

• High school diploma or equivalent.
• No experience required, related experience preferred.
• Familiarity with customer account questions, service ticket workflows, and product or service information preferred.
• Ability to learn a support platform such as Kustomer and a CRM such as SugarCRM through structured training.
• Clear written and spoken communication for explaining information and asking useful follow-up questions.
• Ability to read account context carefully, apply handling guidance, and recognize when escalation is appropriate.
• Comfort managing a queue of customer contacts while keeping notes organized and easy for teammates to understand.
• Reliable computer, high-speed internet, and a quiet private workspace, with availability for the 40-hour weekly commitment and agreed working days and shift times.
• Authorization to work in the United States.

Perks & Benefits

• Fully remote work from a home-based desk environment.
• Structured onboarding and training on Kustomer and SugarCRM.
• Regular check-ins with the customer service team lead.
• Opportunities to build account inquiry handling, ticket prioritization, customer communication, and escalation coordination skills.
• Health coverage, paid leave, a 401(k), bonus opportunities, and stipends.