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Remote customer support jobs: what the work is really like
By HRjobs · · 5 min read
Short answer
Remote customer support means answering customer questions by chat, email or phone from home, usually in shifts that match when customers are online. Employers look for excellent written English, patience and reliability, and many train new hires. Most hiring processes include a written support test, so practise clear, friendly replies that solve the problem in as few messages as possible.
What you'll do day to day
- Answer questions by chat and email in tools like Zendesk, Intercom or Freshdesk
- Troubleshoot account, billing and setup problems
- Escalate bugs to the product or engineering team with clear notes
- Write and update help-centre articles
Shifts and timezones
Support is tied to when customers need help, so it's rarely fully async. Many companies hire across timezones to cover the clock, which is good news if you're far from the company's headquarters: your evening may be their busiest morning.
How to pass the support writing test
Most companies ask you to answer a few sample tickets. Strong answers:
- Acknowledge the problem in the first sentence
- Give the solution in clear, numbered steps
- Use the customer's name and a friendly, human tone
- End by checking the problem is solved
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