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Customer Support Agent
Adlecta
- Saint Paul, Illinois, United States
- Saint Paul, Illinois, United States
Über
Dysolve , a U.S.-based, technology-driven company operating at the intersection of education and healthcare, leveraging advanced AI solutions to support individuals facing complex and debilitating disorders.
The
Customer Support Agent
will be the primary point of contact for inbound leads, current clients, and the general public — handling calls, emails, and community engagement with professionalism and care. This role is central to individual sales conversion, customer retention, and community outreach, working closely with internal team members and leadership.
This is a
hands-on, client-facing role
— the right candidate is comfortable spending most of their day on calls and written communications, following established scripts and templates while also knowing when to go off-script.
Work Schedule & Location
Full-time, remote position
Monday to Friday, 10:00 AM – 6:00 PM Eastern Time (ET)
Must be available to work during U.S. business hours
Key Responsibilities Inbound & Outbound Communication (Primary Focus)
Answer inbound calls from leads, current clients, and the general public using available scripts and guidelines
Return calls for email-based inquiries in a timely manner
Respond to emails using standard templates, customizing as needed
Send monthly newsletters to active clients
Reach out proactively to new registrants for check-ins and onboarding support
Conduct targeted outreach to clients for community engagement events and initiatives
Handle inbound individual sales leads, guiding prospects through the process (group sales handled separately)
Support customer retention through consistent, high-quality follow-up and relationship management
Basic Technical Support
Provide first-level technical support using troubleshooting guides available in the CRM
Escalate complex issues to the appropriate internal team members when needed
CRM & Tools Usage
Use
Salesforce
and
TalkDesk
to log all interactions, manage follow-ups, and maintain accurate records
Ensure consistent and complete data entry across all communication channels
Work within established CRM workflows, collaborating with the internal CRM specialist on backend needs
Requirements
Proven experience in a customer-facing support or client services role
Comfortable with high call volume and written communication as daily primary activities
Working knowledge of
Salesforce
Experience with or ability to quickly learn
TalkDesk
or similar telephony platforms
Native or near-native English (spoken and written) — clear phone presence is essential
Organized, reliable, and able to follow scripts and SOPs while maintaining a natural, human tone
3+ years of experience in Customer Service
Nice to Have
Familiarity with
Salesforce
or similar CRM tools
Experience in education, healthcare, or regulated environments
Background in inbound sales or lead conversion
Experience working with remote teams
Why Join Adlecta
Global Exposure
– Work with international clients across education and healthcare
Stability & Support
– Employed by Adlecta with structured HR and operational backing
Meaningful Work
– Contribute directly to Dysolve's mission of improving lives
Career Growth
– Opportunity to grow into senior operations or team lead roles
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Sprachkenntnisse
- English
Hinweis für Nutzer
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