Customer Phone Support Agent

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.

• 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.