Customer Assistance Specialist

Job Title: Customer Assistance Specialist Monthly Pay: $3,961 - $5,732 USD per month Summary: This role answers customer questions about services, access, use, and next steps by phone, email, and chat. It matters because clear guidance helps customers use services confidently and keeps the support team informed. The Customer Assistance Specialist works under a customer service team lead and coordinates with customers, support teammates, and internal service contacts. This is a fully remote, work from home position based in Minnesota, United States. The role requires a 40-hour weekly commitment. Working days and shift times may vary. Job Responsibilities: Receive customer questions through a contact-center phone system such as CloudTalk, email inboxes, chat, and assigned service tickets while organizing each interaction by request type and urgency. Review each request, confirm the customer’s stated need, and check available service information before responding. Provide direct, clear explanations of service features, access steps, common options, and appropriate next actions. Create and update interaction notes in a CRM such as Capsule CRM, including the question, guidance provided, and requested follow-up. Manage service tickets in a support platform such as Re:amaze, keeping statuses current and routing requests to the appropriate queue. Respond to real-time chat questions through a live chat tool such as Tawk.to while maintaining a professional and helpful tone. Use approved knowledge resources, including a knowledge base platform such as Document360, to locate current answers and consistent guidance. Follow up on open requests when additional information is needed from customers or internal service contacts. Escalate unresolved, sensitive, or service-impacting questions to the customer service team lead with complete notes and relevant context. Record customer feedback through a survey platform such as Alchemer when requested and share recurring themes with the support team. Meet quality expectations through accurate responses, timely turnaround, complete notes, and reliable follow-up on assigned requests. Qualifications: High school diploma or equivalent. About 1-2 years of related customer-facing support experience preferred. Familiarity with customer question handling, service information, and clear guidance for varied customer needs. Experience using a CRM such as Capsule CRM preferred. Experience using a support platform such as Re:amaze and a live chat tool such as Tawk.to preferred. Ability to communicate clearly and professionally by phone, email, and chat. Ability to review service details, follow established guidance, and explain next steps in straightforward language. Ability to balance several incoming questions, recognize priority needs, and maintain courteous communication during changing volumes. Reliable computer, high-speed internet, and 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 home in Minnesota, United States. Structured onboarding and training on Capsule CRM, Re:amaze, Tawk.to, CloudTalk, Document360, and Alchemer. Regular check-ins with the customer service team lead for guidance and priorities. Builds skills in service navigation, phone and chat assistance, system navigation, and customer feedback awareness. Access to ongoing reference materials and practice opportunities that reinforce consistent service guidance and effective system use. Health coverage, paid leave, maternity leave, bonus opportunities, and stipends.