📍 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 / Technical Support
• Date Posted: 2025-07-24
• Experience Level: Entry-level to Intermediate (0-2 years)
• Remote Status: Remote (Work from Home)

🚀 Role Summary

• Customer-Focused Support: Handle inbound and outbound calls, assisting customers with inquiries and resolving issues efficiently.
• Ticket Management: Utilize Zendesk for ticketing to track and resolve customer concerns promptly.
• Sales Support: Engage with clients to understand their needs and upsell services, contributing to company growth.
• Technical Proficiency: Demonstrate basic computer knowledge and adaptability to new tools and platforms.
• Positive Attitude: Maintain a positive attitude and high motivation to provide excellent customer service in a fast-paced environment.

📝 Enhancement Note: This role requires strong communication skills and a customer-centric mindset to excel in a remote work environment.

💻 Primary Responsibilities

• Inbound & Outbound Calls:

  • Handle inbound calls, answering customer inquiries, and resolving issues in a timely manner.
  • Make outbound calls to clients as per the provided lead lists to follow up on customer queries and drive customer satisfaction.
  • Maintain and manage a healthy customer pipeline, ensuring clients are satisfied with the service.

• Zendesk Ticketing:

  • Use Zendesk to manage customer inquiries, support tickets, and provide timely responses to resolve issues.
  • 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. Relevant associate's or bachelor's degree preferred but not required.

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 platforms.

📝 Enhancement Note: While not explicitly stated, candidates should have a stable and solid Wi-Fi connection and own equipment to handle calls and manage tasks efficiently.

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

As this role focuses on customer support and communication rather than web development or server administration, there are no specific portfolio requirements.

💵 Compensation & Benefits

Salary Range: $16 - $20 per hour (Based on industry standards for entry-level customer support roles in the United States)

Benefits:

• Fully remote work arrangement with flexible hours (11 AM – 7 PM EST).
• Opportunity to grow within a dynamic and supportive environment.
• Potential for career progression in customer support or related fields.

Working Hours: 40 hours per week, with a flexible schedule within the given timeframe (11 AM – 7 PM EST).

📝 Enhancement Note: Salary range is estimated based on entry-level customer support roles in the United States, with regional adjustments for remote work.

🎯 Team & Company Context

🏢 Company Culture

Industry: Cloud-based communication platform designed to help businesses improve their outreach and customer service operations.

Company Size: Small to medium-sized company, with a focus on growth and customer satisfaction.

Founded: Not specified, but the company is looking to expand its team and grow its customer base.

Team Structure:

• Remote, global team with a focus on customer support and sales.
• Flat hierarchy with a supportive and collaborative work environment.

Development Methodology:

• Agile methodologies, with a focus on continuous improvement and customer satisfaction.
• Regular team meetings and one-on-ones to ensure open communication and collaboration.

Company Website: [Not specified]

📝 Enhancement Note: Company information is limited, but the focus on customer support and sales suggests a dynamic and collaborative work environment.

📈 Career & Growth Analysis

Customer Support Representative Career Level: Entry-level to intermediate, with opportunities for growth and career progression in customer support or related fields.

Reporting Structure: Reports directly to the Customer Support Manager or a similar role, with regular check-ins and performance evaluations.

Technical Impact: Directly impacts customer satisfaction and company growth by providing excellent support and driving sales.

Growth Opportunities:

• Progression to senior customer support roles or team leadership positions.
• Transition to related fields such as sales, account management, or customer success.
• Opportunities for professional development and skill-building through on-the-job training and workshops.

📝 Enhancement Note: Career growth opportunities are not explicitly stated, but the company's focus on customer support and sales suggests potential paths for advancement.

🌐 Work Environment

Office Type: Fully remote work arrangement, with no physical office location.

Office Location(s): N/A (Fully remote work arrangement)

Workspace Context:

• Remote work environment with a focus on communication, collaboration, and customer support.
• Access to necessary tools and platforms for effective remote work, such as Zendesk, CallTools, and Zoom.

Work Schedule: Flexible schedule within the given timeframe (11 AM – 7 PM EST), with a focus on customer support and sales during peak hours.

📝 Enhancement Note: Work environment is fully remote, with a focus on customer support and sales during peak hours.

📄 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 (Not applicable for this role)

Technical Challenge Preparation: N/A (Not applicable for this role)

ATS Keywords: Customer Service, Technical Support, Phone Sales, Zendesk, CallTools, Communication Skills, Problem Solving, Customer Engagement, Sales Support, Live Chat, Zoom Calls, Pipeline Management, Positive Attitude, Motivation, Computer Knowledge

📝 Enhancement Note: While not explicitly stated, the interview process may include assessments of communication skills, problem-solving, and customer engagement through role-play scenarios or case studies.

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

As this role focuses on customer support and communication rather than web development or server administration, there is no specific technology stack or web infrastructure to highlight.

👥 Team Culture & Values

Customer Support Values:

• Customer-centric mindset, with a focus on providing excellent support and driving customer satisfaction.
• Strong communication skills and a professional demeanor.
• Positive attitude and high motivation to provide excellent customer service.
• Adaptability and willingness to learn new tools and platforms.

Collaboration Style:

• Remote, global team with a focus on open communication and collaboration.
• Regular team meetings and one-on-ones to ensure open communication and collaboration.
• Flat hierarchy with a supportive and collaborative work environment.

📝 Enhancement Note: Team culture and values are not explicitly stated, but the focus on customer support and sales suggests a customer-centric and collaborative work environment.

⚡ Challenges & Growth Opportunities

Technical Challenges:

• Managing high call volumes and maintaining customer satisfaction during peak hours.
• Troubleshooting customer issues and providing effective solutions in a timely manner.
• Adapting to new tools and platforms as the company grows and evolves.

Learning & Development Opportunities:

• On-the-job training and workshops to improve customer support skills and techniques.
• Opportunities to learn about new tools and platforms as the company grows and evolves.
• Potential for career progression in customer support or related fields.

📝 Enhancement Note: Technical challenges and learning opportunities are not explicitly stated, but the focus on customer support and sales suggests a dynamic and evolving work environment.

💡 Interview Preparation

Technical Questions:

• How do you handle high call volumes and maintain customer satisfaction during peak hours?
• Can you describe a time when you had to troubleshoot a complex customer issue and provide an effective solution?
• How do you adapt to new tools and platforms, and what strategies do you use to ensure a smooth transition?

Company & Culture Questions:

• Why are you interested in this customer support role, and what relevant experience do you have?
• How do you maintain a positive attitude and high motivation in a fast-paced, remote work environment?
• Can you describe a time when you went above and beyond to ensure customer satisfaction?

Portfolio Presentation Strategy: N/A (Not applicable for this role)

📝 Enhancement Note: Interview preparation should focus on customer support skills, problem-solving, and adaptability, with a strong emphasis on communication and customer engagement.

📌 Application Steps

To apply for this customer support role:

1. Fill in the application form.
2. Record a video showcasing your skill sets, highlighting your communication skills, problem-solving abilities, and customer engagement strategies.
3. Research the company and its products to ensure a strong understanding of their customer support and sales processes.
4. Prepare for the interview by practicing common customer support scenarios and honing your communication skills.

⚠️ 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.