CallTools - Technical Support Representative

Scale Army Careers
Full_time•$3/hour (USD)

📍 Job Overview

  • Job Title: CallTools - Technical Support Representative
  • Company: Scale Army Careers
  • Location: Fully Remote (Work from Home), 11 AM – 7 PM EST
  • Job Type: Full-Time
  • Category: Customer Support & Service
  • Date Posted: 2025-07-24
  • Experience Level: Entry to Mid-Level (0-2 years)
  • Remote Status: Remote Only

🚀 Role Summary

  • Handle inbound and outbound calls, providing technical support and customer service for a cloud-based communication platform.
  • Maintain customer satisfaction and pipeline health using tools like Zendesk and CallTools.
  • Collaborate with customers via live chats and Zoom calls to resolve concerns and upsell services.
  • Work remotely with a flexible schedule, focusing on professionalism and productivity in a fast-paced environment.

📝 Enhancement Note: This role requires strong communication skills, a positive attitude, and a customer-centric mindset. Familiarity with Zendesk and CallTools is preferred, but not required, as training will be provided.

💻 Primary Responsibilities

  • Inbound & Outbound Calls: Handle inbound calls, answer customer inquiries, and resolve issues promptly. Make outbound calls to clients to follow up on queries and drive customer satisfaction. Maintain and manage a healthy customer pipeline.
  • Zendesk Ticketing: Use Zendesk to manage customer inquiries, support tickets, and provide timely responses. Ensure accurate logging and tracking of customer issues in the ticketing system.
  • Zoom Calls: Conduct Zoom calls with customers as needed, providing in-depth support and resolving concerns.
  • Customer Engagement & Satisfaction: Maintain high levels of customer satisfaction by providing helpful, professional, and timely support. Handle live chats occasionally, ensuring prompt and effective resolution of client concerns.
  • Sales Support: Engage with clients to understand their needs and upsell services where appropriate, contributing to company growth.

🎓 Skills & Qualifications

Education: High school diploma or equivalent.

Experience: Minimum 1-2 years of experience in technical support, customer service, phone sales, or a similar customer-facing role.

Required Skills:

  • Fluency in English with an American-sounding accent.
  • Strong communication skills with a professional and friendly demeanor.
  • Basic computer knowledge (Google Suite, CRM systems, etc.).
  • A positive attitude and high motivation to provide excellent customer service.

Preferred Skills:

  • Experience using Zendesk for ticketing and CallTools for dialing.
  • Familiarity with live chat and Zoom call support.

📊 Web Portfolio & Project Requirements (N/A for this role)

💵 Compensation & Benefits

Salary Range: $12 - $15 per hour (Based on regional standards for entry-level customer support roles in the United States)

Benefits:

  • Fully remote work arrangement with a flexible schedule.
  • Opportunity to grow within a dynamic and supportive environment.
  • Competitive salary and benefits package (details not specified).

Working Hours: 40 hours per week, 11 AM – 7 PM EST.

📝 Enhancement Note: The salary range is estimated based on regional standards for entry-level customer support roles in the United States. Benefits details were not specified in the job listing.

🎯 Team & Company Context

🏢 Company Culture

Industry: Cloud-based communication and customer service.

Company Size: Small to Medium-sized (Based on the remote work arrangement and flexible schedule)

Founded: Not specified (Based on the company's website, it appears to be a relatively new startup)

Team Structure: Not specified (Based on the role, it is likely a small team focused on customer support and sales)

Development Methodology: Not specified (Based on the role, it is likely a customer-centric approach with a focus on ticket management and customer satisfaction)

Company Website: https://careers.scalearmy.com/

📝 Enhancement Note: The company's industry, size, and focus on customer support and sales suggest a dynamic and customer-centric work environment. The team structure and development methodology are not specified but can be inferred based on the role's requirements.

📈 Career & Growth Analysis

Customer Support Representative Level: Entry to Mid-Level (0-2 years)

Reporting Structure: Not specified (Based on the role, it is likely that the position reports directly to the customer support manager or team lead)

Technical Impact: High impact on customer satisfaction, pipeline health, and company growth through effective customer support and sales engagement.

Growth Opportunities:

  • Develop strong communication and problem-solving skills through daily customer interactions.
  • Gain experience with customer relationship management (CRM) tools like Zendesk and CallTools.
  • Build a strong foundation in customer support and sales, leading to potential career advancement opportunities.

📝 Enhancement Note: The role offers significant growth opportunities in customer support and sales, with a focus on developing strong communication and problem-solving skills. The reporting structure and technical impact are not specified but can be inferred based on the role's requirements.

🌐 Work Environment

Office Type: Fully Remote (Work from Home)

Office Location(s): Not specified (Based on the job listing, the role is open to candidates from Ethiopia, South Africa, Nigeria, Morocco, and Egypt)

Workspace Context:

  • Remote work arrangement with a flexible schedule.
  • Stable and solid Wi-Fi connection required for handling calls and managing tasks efficiently.
  • Own equipment required for handling calls and managing tasks.

Work Schedule: 40 hours per week, 11 AM – 7 PM EST.

📝 Enhancement Note: The work environment is fully remote, with a flexible schedule and a focus on professionalism and productivity. The office location is not specified but is open to candidates from several African countries.

📄 Application & Technical Interview Process

Interview Process:

  1. Fill in the application form.
  2. Record a video showcasing your skill sets.

Portfolio Review Tips: N/A (This role does not require a portfolio)

Technical Challenge Preparation: N/A (This role does not require technical challenges)

ATS Keywords: Not applicable for this role.

📝 Enhancement Note: The interview process for this role is straightforward, focusing on the application form and a video submission showcasing the candidate's skill sets. There are no portfolio requirements or technical challenges for this role.

🛠 Technology Stack & Web Infrastructure (N/A for this role)

👥 Team Culture & Values

Customer Support Values:

  • Professionalism: Maintain a professional and friendly demeanor at all times.
  • Customer-centric: Focus on customer satisfaction and engagement.
  • Problem-solving: Demonstrate strong problem-solving skills to resolve customer concerns effectively.
  • Sales-focused: Understand customer needs and upsell services where appropriate to contribute to company growth.

Collaboration Style:

  • Collaborative: Work closely with the customer support team to maintain pipeline health and customer satisfaction.
  • Customer-focused: Prioritize customer needs and concerns in all interactions.
  • Sales-driven: Contribute to company growth by engaging customers and upselling services.

📝 Enhancement Note: The customer support values and collaboration style for this role focus on professionalism, customer-centricity, problem-solving, and sales. The team culture is likely to be collaborative, customer-focused, and sales-driven.

⚡ Challenges & Growth Opportunities

Technical Challenges:

  • Handling a high volume of inbound and outbound calls while maintaining professionalism and productivity.
  • Managing customer expectations and resolving concerns effectively.
  • Upselling services to customers while maintaining a customer-centric approach.

Learning & Development Opportunities:

  • Develop strong communication and problem-solving skills through daily customer interactions.
  • Gain experience with customer relationship management (CRM) tools like Zendesk and CallTools.
  • Build a strong foundation in customer support and sales, leading to potential career advancement opportunities.

📝 Enhancement Note: The technical challenges for this role involve handling a high volume of calls, managing customer expectations, and upselling services effectively. The learning and development opportunities focus on building strong communication and problem-solving skills, gaining experience with CRM tools, and developing a foundation in customer support and sales.

💡 Interview Preparation

Technical Questions: N/A (This role does not require technical questions)

Company & Culture Questions:

  • How do you maintain professionalism and productivity in a fast-paced, remote work environment?
  • Can you describe a time when you handled a difficult customer and achieved a positive outcome?
  • How do you balance customer support and sales engagement to drive customer satisfaction and company growth?

Portfolio Presentation Strategy: N/A (This role does not require a portfolio)

📝 Enhancement Note: The interview process for this role focuses on behavioral and situational questions related to customer support and sales. There are no technical questions or portfolio requirements for this role.

📌 Application Steps

To apply for this CallTools - Technical Support Representative position:

  1. Fill in the application form.
  2. Record a video showcasing your skill sets.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and customer support industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.

Application Requirements

Candidates should have 1-2 years of experience in technical support or a similar role, with strong communication skills and a positive attitude. Fluency in English and familiarity with tools like Zendesk and CallTools are preferred.