Customer Support Agent

About the Role

As part of our ongoing commitment to excellence and global talent solutions, Adlecta is expanding its Business Process Outsourcing (BPO) services to support companies worldwide. We are currently hiring on behalf of 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

Individual Sales & Retention

• 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