Customer Phone Support Agent

This position is listed on behalf of a partner company, which manages all applications and next steps. Our partner is looking for a Customer Phone Support Agent based in the United States.

The Customer Phone Support Agent serves as a primary point of contact for customers, providing timely and accurate assistance throughout the customer journey and order lifecycle. In this role, you will handle phone inquiries, address technical and manufacturing-related questions, and help customers identify suitable materials and production processes. You will review technical requirements, support order-related troubleshooting, and ensure customers receive clear guidance and consistent communication. Working closely with customer support and internal production teams, you will help resolve issues efficiently while maintaining ownership of each interaction through resolution or escalation. This remote position requires strong communication skills, technical curiosity, and the ability to deliver excellent service in a fast-paced environment. Phone support remains the primary responsibility, with additional duties assigned during periods of lower call volume.

Accountabilities

• Review customer drawings, specifications, and project requirements to determine whether they align with available production capabilities.

• Handle inbound customer calls and provide accurate guidance on manufacturing processes, materials, technical requirements, and order-related questions.

• Resolve customer concerns using established procedures, resources, and approval guidelines, escalating issues when they fall outside your authority or expertise.

• Maintain ownership of customer interactions through resolution or appropriate escalation, clearly communicating next steps and expected outcomes.

• Accurately document customer conversations, issues, and follow-up actions in internal systems to ensure visibility and continuity across teams.

• Collaborate with Customer Support and other internal departments to address complex inquiries and resolve order or production-related issues.

• Build and maintain strong knowledge of manufacturing capabilities, materials, processes, and customer support guidelines.

• Identify recurring customer questions, service issues, and knowledge gaps, sharing relevant feedback with Phone Support leadership.

• Meet established performance expectations for service quality, productivity, documentation, and customer satisfaction.

• Perform additional duties as assigned during periods of lower inbound call volume while keeping phone support as the primary focus.

Requirements:

• At least 1 year of experience in customer service, technical support, manufacturing, fabrication, or a related environment.

• Strong verbal and written communication skills in English.

• Confidence providing live customer assistance by phone in a fast-paced setting.

• Ability to explain technical information and manufacturing processes clearly to customers with different levels of technical knowledge.

• Ability to quickly learn and apply manufacturing capabilities, materials, production guidelines, internal processes, and support procedures.

• Sound judgment when resolving customer issues using established resources and knowing when escalation is necessary.

• Comfortable working with multiple computer systems and learning proprietary software applications.

• Strong organizational and documentation skills, with the ability to record interactions accurately and manage follow-up requirements.

• Ability to work independently, prioritize competing tasks, and remain productive in a remote environment with minimal supervision.

• Professional, patient, and solution-oriented approach when handling challenging customer situations.

• Ability to maintain a dedicated, safe, confidential, and ergonomic home workspace.

• Ability to sit and work at a computer for extended periods and regularly use a computer, phone, and standard office equipment.

• Availability to work one of the following Monday–Friday schedules, based on Pacific Time (PST):

  • 8:00 a.m.–5:00 p.m.

  • 5:00 a.m.–2:00 p.m.

  Preferred Qualifications:

  • Experience providing phone-based customer support in a high-volume or fast-paced environment.

  • Background in manufacturing, fabrication, CNC machining, sheet metal, laser cutting, waterjet cutting, or related production environments.

  • Ability to read and interpret technical drawings, specifications, or CAD files.

  • Familiarity with CAD software and common manufacturing file formats.

  • Previous experience working remotely or as part of a distributed team.

  Benefits:

  • Hourly pay: $26.00–$30.00 USD.

  • Health, dental, and vision insurance.

  • 401(k) plan with company matching up to 4%.

  • Paid time off.

  • Six company-paid holidays.

  • Tuition reimbursement.

  • Paid parental leave.

  • Short-term disability coverage.

  • Monthly internet stipend.

  • Employee discounts.

  • Fully remote, work-from-home arrangement.