Chat Support Associate

Talentoma; Georgia; Remote; USD 39,000 - 55,000; Full time

Benefits offered by this job

Health coverage

Paid leave

401(k)

Maternity leave

Bonus opportunities

Job summary

Talentoma is seeking a fully remote chat support associate based in Georgia, United States. The role involves handling written conversations via Intercom, guiding customers through questions, and resolving everyday inquiries with accuracy and timely follow-up.

You will use Zoho CRM and Salesforce Service Cloud to document interactions, work under a customer service team lead, and maintain high-quality notes and escalation when needed.

Qualifications

• High school diploma or equivalent.
• Ability to read customer messages carefully and write clear, courteous responses.
• Structured onboarding and training on chat, CRM, and support systems.

Responsibilities

• Receive customer questions through chat and email queues, review history, and identify the main request.
• Handle written conversations using Intercom, ensuring clear explanations and addressing the customer’s actual question.
• Review CRM data in Zoho CRM, verify contact details and prior interactions before updating notes.
• Create and update service tickets in Salesforce Service Cloud with the question, checks, response, and next action.
• Consult approved information to explain account access and service features without guessing.
• Ask focused follow-up questions, summarize, and confirm the issue to address first.
• Escalate unfamiliar or sensitive situations to the team lead.
• Monitor open conversations and tickets, follow up with updates to customers.
• Confirm resolution and close tickets with clear notes and outcomes.
• Meet quality standards through accurate answers, timely turnaround, and thorough follow-up.

Education

High school diploma or equivalent

Tools

Zoho CRM

Salesforce Service Cloud

Intercom

Job description

Monthly Pay: $3,533 - $4,962 USD per month

Summary

Accurate answers, complete notes, and timely follow-up define good work in this chat support role, helping customers understand services and resolve everyday questions. The associate sits within the customer support team and works under a customer service team lead who guides priorities and reviews response quality. Working with customers, fellow associates, and internal service contacts, the role handles written conversations from initial questions through confirmed next steps. This fully remote position lets you work from home in Georgia, United States, with all duties performed through online systems. The role requires a 40-hour weekly commitment. Working days and shift times may vary.

Job Responsibilities

• Receive customer questions through assigned chat and email queues, review conversation history, and identify the main request before preparing a response.
• Handle written conversations using a live chat such as Intercom, keeping explanations clear and checking that each message addresses the customer's actual question.
• Review available customer information in a CRM such as Zoho CRM, checking relevant contact details and previous interactions before updating conversation notes.
• Create and update service tickets in a support platform such as Salesforce Service Cloud, recording the question, checks completed, response, and next action.
• Consult approved service information and troubleshooting guides to explain account access, service features, and routine navigation without guessing or making unsupported promises.
• Ask focused follow-up questions when information is missing, summarize your understanding, and confirm which issue the customer wants addressed first.
• Coordinate unresolved requests with the appropriate internal service contact, and ESCALATE unfamiliar or sensitive situations to the customer service team lead.
• Monitor open conversations and pending tickets, follow up when updates become available, and keep customers informed when another team must respond.
• Confirm whether the answer resolved the question, explain any remaining steps, and close tickets only when the outcome and supporting notes are clear.
• Meet quality standards through accurate answers, timely turnaround, complete notes, appropriate escalation, and consistent follow-up, using review feedback to improve future responses.

Qualifications

• High school diploma or equivalent.
• No experience required; related experience handling customer questions through chat, email, or other written service channels is preferred.
• Ability to read customer messages carefully, distinguish the main question from background information, and write clear, courteous responses.
• Basic understanding of service tickets, conversation histories, account navigation, and the importance of using approved information rather than assumptions.
• Sound judgment when identifying missing information, recognizing an unresolved issue, and asking the customer service team lead for guidance.
• Access to a reliable computer, high-speed internet, and a quiet private workspace suitable for focused customer conversations and private screen use.
• Availability for the 40-hour weekly commitment and agreed working days and shift times, including participation in scheduled training and team check-ins.
• Authorization to work in the United States.
• Fully remote work with desk-based responsibilities performed from home.
• Structured onboarding and training on the named chat, CRM, and support systems, with practice in common customer scenarios.
• Regular check-ins with the customer service team lead to discuss questions, review response quality, and reinforce clear expectations.
• Opportunities to build written support, ticket prioritization, customer issue resolution, and service follow-up skills through everyday work.
• Health coverage, paid leave, a 401(k), maternity leave, and bonus opportunities.