Customer Support Agent - Remote - Full-time

 

About the job

About The Company

Ascent Pro Support is a leading 24/7/365 contact center based in Muscatine, Iowa. We provide customer support solutions for one of the largest tire and rubber companies in the world. While our headquarters are located in Iowa, our agents work entirely remotely. With a team-centric culture, we pride ourselves on integrity, dependability, and delivering excellent service across North America.

About The Role

We are currently hiring Remote Customer Support Agents to join our fast-paced, high-volume call center. In this role, you will be responsible for assisting commercial fleet drivers during emergency tire breakdowns by collecting incident details and dispatching appropriate road service teams. You will handle calls, verify information, and manage multiple communications efficiently and professionally.

This is a remote-only, second shift role, and you must reside in one of the following states:

Arkansas, Indiana, Iowa, Kansas, Missouri, Nebraska, Oklahoma, Tennessee, Texas, or Wisconsin.

Training is conducted remotely via Microsoft Teams and attendance for the full duration is mandatory.

Responsibilities

• Receive and handle high-volume calls related to tire breakdowns from commercial fleet drivers
• Dispatch appropriate services across the U.S. and Canada
• Troubleshoot issues and verify key information
• Accurately document and track all communications
• Deliver timely, courteous, and professional customer support
• Remain calm and efficient under pressure
• Work independently and make fast decisions during emergencies

Qualifications

• Must reside in: AR, IN, IA, KS, MO, NE, OK, TN, TX, or WI
• Minimum age: 18 years
• High school diploma or equivalent required
• At least 1 year of experience in a fast-paced customer service role
• Strong written and verbal communication skills in English
• Clear and professional phone presence
• Ability to multitask with precision
• Strong troubleshooting skills for internet and computer issues
• Able to work weekends, holidays, and mandatory overtime as needed
• 100% training participation required
• Must meet technical requirements for remote work (listed below)

Internet

Technical Requirements

• Reliable high-speed internet (minimum 10 Mbps download, 5 Mbps upload)
• Latency below 100ms, jitter under 10ms
• No unsecured/public Wi-Fi, mobile hotspots, or proxy networks

Computer

• Windows 11 PC/laptop with CPU Mark > 3000, 8GB RAM minimum
• Adobe Reader as default PDF viewer
• Google Chrome browser
• No Mac, Chromebook, tablet, or virtual desktops

Peripherals

• Wired USB or analog headset with built-in microphone
• External keyboard and mouse
• Webcam (for meetings/training)
• Dual monitors (PC with two monitors or laptop with external monitor)
• Smartphone capable of running Microsoft Teams

Schedule & Pay

Required
These are fixed-schedule positions with weekend work required. Specific hours will be discussed during the interview. Pay rates vary by shift (CST):

• 1st shift (Mon–Fri, 7am–3pm): $15.00/hr
• 2nd shift (Mon–Fri, 3pm–11pm): $15.50/hr
• 3rd shift (Mon–Fri, 11pm–7am): $16.00/hr
• Weekend hours: $16.00/hr

Benefits (for full-time employees working 30+ hours/week)

• Double pay on 9 company holidays
• Up to 144 hours of paid time off annually
• Health, dental, and vision insurance (Ascent pays 50% of premium)
• 401(k) available after 1 year
• Paid training conducted remotely
• Weekly paycheck

Equal Opportunity

Ascent Pro Support is an equal opportunity employer. We value diversity and do not discriminate based on race, color, religion, sex, national origin, age, disability, veteran status, or any other protected status. We are committed to creating an inclusive workplace for all employees.

Apply now

Desired Skills and Experience

Customer Service