Chat Support Specialist

Talentoma; Oregon; Remote; USD 44,000 - 60,000; Full time

Benefits offered by this job

Health coverage

Paid leave

401(k)

Bonus opportunities

Stipends

Job summary

Talentoma is seeking a Chat Support Specialist for a fully remote position based in Oregon, United States. The role involves live chat and email support to deliver clear, practical answers and resolve customer questions efficiently.

You will collaborate with the support team and product support colleagues, follow service guidelines, and escalate when needed. The job requires a 40-hour weekly commitment and offers health benefits and stipends.

Qualifications

• High school diploma or equivalent required or better.
• 1–2 years in chat or email support or related customer service experience preferred.
• Familiarity with chat queue workflows, ticket categories, and customer account questions.
• Experience with chat, support, and CRM systems including updating ticket status and review of histories.
• Strong business writing, clear communication, and the ability to explain product information without excessive jargon.
• Ability to follow knowledge base guidance and troubleshoot basic web application issues while keeping notes.
• Reliable computer, high-speed internet, and a quiet workspace for remote handling of conversations.
• Availability for a 40-hour weekly commitment and fixed working days/times.
• Authorization to work in the United States; fully remote in Oregon.

Responsibilities

• Review incoming chat conversations and email tickets, identify the customer's question, and prioritize requests according to guidelines and urgency.
• Handle conversations through live chat, using concise responses and explaining next steps.
• Check customer account information and prior interactions in a CRM before giving product or service information.
• Organize email requests in a support platform, assign categories, and maintain current ticket status.
• Ask focused questions to clarify the issue and determine if escalation is needed.
• Guide customers through account access and product navigation steps to address issues.
• Record questions, checks, guidance, and next steps for seamless handoffs to other agents.
• Follow up on unresolved tickets, request missing information, and keep customers informed when escalation is needed.
• Escalate unresolved or sensitive issues to the team lead with summary of actions taken.
• Close conversations with a recap, ensuring accuracy and complete notes.

Skills

Chat support

Email support

Customer service

CRM systems

Knowledge base guidance

Clear business writing

Troubleshooting basics

Remote work setup

Education

High school diploma or equivalent

Tools

HubSpot CRM

Zendesk

LiveChat

Job description

Monthly Pay

$3,964 - $5,334 USD per month

Summary

Live chat and email are the main ways this role connects with customers seeking clear, practical answers. The Chat Support Specialist handles focused support requests, helping customers understand products and services while keeping conversations organized and moving toward resolution. The position sits within the support team and works under a customer service team lead. It collaborates with customers, other support specialists, and product support colleagues to clarify questions and resolve recurring issues. This is a fully remote, work from home position based in Oregon, United States. The role requires a 40-hour weekly commitment. Working days and shift times may vary.

Job Responsibilities

• Review incoming chat conversations and email tickets, identify the customer's question, and prioritize requests according to established service guidelines and urgency.
• Handle conversations through a live chat such as LiveChat, using concise responses that acknowledge the question and explain the next useful step.
• Check customer account information and previous interactions in a CRM such as HubSpot before giving product or service information relevant to the request.
• Organize email requests in a support platform such as Zendesk, assigning suitable categories and keeping ticket status current throughout each conversation.
• Ask focused questions to clarify the issue, verify relevant details, and distinguish routine information requests from problems needing additional specialist support.
• Guide customers through straightforward account access and product navigation steps, checking whether each suggested action addresses the reported difficulty.
• Record the question, checks completed, guidance provided, and agreed next steps so another support specialist can continue without unnecessary repetition.
• Follow up on unresolved tickets when promised, request missing information, and keep customers informed when an answer depends on another team.
• Escalate unresolved or sensitive service concerns to the customer service team lead, summarizing the issue, attempted steps, and assistance needed.
• Close resolved conversations with a clear recap; quality is judged through accuracy, turnaround, complete notes, appropriate follow-up, and consistent service standards.

Qualifications

• High school diploma or equivalent.
• About 1-2 years of chat support, email support, or related customer service experience preferred.
• Understanding of chat queue workflows, ticket categories, customer account questions, and the difference between answering a request and escalating an unresolved issue.
• Familiarity with the named chat, support, and CRM systems, including updating ticket status and reviewing customer interaction histories.
• Clear business writing, accurate typing, and the ability to explain product information without unnecessary technical language.
• Ability to follow knowledge base guidance, troubleshoot basic web application difficulties, and maintain useful notes across several active customer conversations.
• A reliable computer, high-speed internet, and a quiet private workspace suitable for handling customer conversations remotely.
• Availability for the 40-hour weekly commitment and agreed working days and shift times.
• Authorization to work in the United States.
• Fully remote work from home in Oregon, with daily responsibilities completed through digital support channels.
• Structured onboarding and training on the named systems, customer response standards, and escalation procedures.
• Regular check-ins with the customer service team lead to review questions, discuss feedback, and reinforce consistent support practices.
• Opportunities to build chat support, business correspondence, knowledge management, and customer service operations skills through everyday work.
• Health coverage, paid leave, a 401(k), bonus opportunities, and stipends.