Online Support Agent

AMAZON; British Columbia; Remote; CAD 40,000 - 55,000; Full time

Job summary

A leading company seeks an Online Support Agent to provide exceptional customer service through digital channels. This role includes troubleshooting, guiding users, and ensuring customer satisfaction. Ideal candidates have customer support experience, strong communication skills, and the ability to work independently in a fully remote setting. Competitive pay, flexibility, and growth opportunities are part of the offer.

Benefits

Flexible scheduling

Competitive pay

Paid time off

Training and learning resources

Supportive remote culture

Qualifications

• Previous experience in customer support, online service, or a help desk role.
• Excellent written communication skills.
• Comfortable using support platforms.

Responsibilities

• Deliver high-quality customer service through various digital channels.
• Troubleshoot product or service issues.
• Maintain accurate records of customer interactions.

Skills

Communication

Problem-solving

Organizational skills

Multitasking

Education

Previous experience in customer support

Tools

Zendesk

Intercom

Freshdesk

Job description

Reports To : Support Team Lead / Customer Support Manager

Position Summary :

We are seeking a responsive, patient, and tech-savvy Online Support Agent to assist customers via digital channels. As a key part of our remote support team, you will interact with customers through live chat, email, and messaging platforms, providing assistance with questions, issues, and service-related needs. Your goal is to ensure customers feel supported and informed—every step of the way.

Key Responsibilities :

Deliver high-quality customer service through chat, email, and messaging platforms.

Troubleshoot product or service issues and guide users toward solutions.

Maintain accurate and up-to-date records of all customer interactions.

Communicate clearly and efficiently, maintaining a helpful and professional tone.

Follow company guidelines to resolve issues, escalate when necessary, and ensure quick resolution.

Provide product knowledge, order updates, account support, and usage guidance.

Identify trends in customer feedback and share insights with the team.

Meet performance standards for response time, resolution rate, and customer satisfaction.

Qualifications :

Previous experience in customer support, online service, or a help desk role.

Excellent written communication skills and a friendly, problem-solving mindset.

Ability to manage multiple conversations and prioritize tasks.

Comfortable using support platforms such as Zendesk, Intercom, Freshdesk, or similar tools.

Detail-oriented with strong organizational skills.

Ability to work independently in a remote setting with consistent availability.

Stable internet connection and a distraction-free home office setup.

Preferred Qualifications :

Familiarity with ticketing systems and CRM platforms.

Multilingual support capability is a plus.

Availability for evening, weekend, or rotating shifts, if needed.

What We Offer :

Fully remote work environment with flexible scheduling.

Competitive pay and performance-based incentives.

Paid time off and observed holidays.

Training and ongoing learning resources.

Supportive remote culture with room for growth.

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