Email Support Representative

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

Benefits offered by this job

Health coverage

Paid leave

401(k)

Bonus opportunities

Stipends

Job summary

Talentoma is seeking a remote Customer Support role based in the United States. This fully remote position requires a 40-hour weekly commitment with flexible shift times and works within Virginia time zones.

You will answer customer questions via email and chat, provide clear product information, and guide customers through next steps. The team lead provides guidance on priorities and escalations while you collaborate with teammates and internal specialists.

Qualifications

• High school diploma or equivalent.
• No experience required; related customer-facing, administrative, or online support experience preferred.
• Familiarity with responding to customer questions through email and chat while maintaining a helpful and professional tone.
• Ability to read requests carefully, identify the main question, and explain product or service information in straightforward language.
• Comfort learning a support platform such as Oracle Service Cloud, a CRM such as Pipedrive, and a live chat tool such as Zendesk.
• Ability to follow established response guidance, search internal resources, and recognize when a concern needs escalation.
• Strong proofreading ability and care when entering customer notes, ticket updates, and follow-up details.
• Reliable computer, high-speed internet, and a quiet private workspace, with 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 Virginia, United States.
• Structured onboarding and training on the named systems, response guidance, ticket workflow, and escalation paths.
• Regular check-ins with the customer service team lead to discuss questions, priorities, and development.
• Opportunities to build skills in customer correspondence, ticket coordination, product and service information, and remote support workflow.
• Health coverage, paid leave, a 401(k), bonus opportunities, and stipends.

Responsibilities

• Monitor assigned email, chat, and service ticket queues to identify new customer questions and respond in a clear, courteous, and useful manner.
• Review each message for the customer’s request, relevant account details, prior conversation history, and the information needed to provide an accurate response.
• Use a support platform such as Oracle Service Cloud to open, update, categorize, and route service tickets throughout the customer interaction.
• Consult a CRM such as Pipedrive to confirm customer details, review past contacts, and add concise notes that explain the question, response, and next step.
• Provide product and service information by using approved internal resources and explaining instructions in language that is easy for customers to understand.
• Respond to chat questions through a live chat tool such as Zendesk, keeping conversations focused and moving unresolved matters into the appropriate ticket queue.
• Follow up with customers when more information is needed, when a promised update is available, or when a request remains open after the initial response.
• Escalate complex, sensitive, or unresolved customer concerns to the customer service team lead or the appropriate internal specialist with complete interaction notes.
• Coordinate with support teammates to confirm handoffs, avoid duplicate replies, and keep customers informed when another team is reviewing a question.
• Maintain organized ticket details and customer notes; quality is judged by accuracy, turnaround, complete notes, and appropriate follow-up.

Skills

Proofreading

US work authorization

Written communication

Attention to detail

Time management

Remote work readiness

Escalation awareness

Education

High school diploma or equivalent

Job description

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

Summary:

This role answers customer questions through email and chat, giving clear product and service information and helping each customer move forward. The work matters because timely, accurate responses help customers use services with confidence and understand available next steps. The representative sits within the customer support team and works under a customer service team lead, who provides guidance on priorities and complex concerns. The role works closely with customers, support teammates, and internal subject specialists when questions need additional review. This is a fully remote, work from home position based in Virginia, United States. The role requires a 40-hour weekly commitment. Working days and shift times may vary.

Job Responsibilities:

• Monitor assigned email, chat, and service ticket queues to identify new customer questions and respond in a clear, courteous, and useful manner.
• Review each message for the customer’s request, relevant account details, prior conversation history, and the information needed to provide an accurate response.
• Use a support platform such as Oracle Service Cloud to open, update, categorize, and route service tickets throughout the customer interaction.
• Consult a CRM such as Pipedrive to confirm customer details, review past contacts, and add concise notes that explain the question, response, and next step.
• Provide product and service information by using approved internal resources and explaining instructions in language that is easy for customers to understand.
• Respond to chat questions through a live chat tool such as Zendesk, keeping conversations focused and moving unresolved matters into the appropriate ticket queue.
• Follow up with customers when more information is needed, when a promised update is available, or when a request remains open after the initial response.
• Escalate complex, sensitive, or unresolved customer concerns to the customer service team lead or the appropriate internal specialist with complete interaction notes.
• Coordinate with support teammates to confirm handoffs, avoid duplicate replies, and keep customers informed when another team is reviewing a question.
• Maintain organized ticket details and customer notes; quality is judged by accuracy, turnaround, complete notes, and appropriate follow-up.

Qualifications:

• High school diploma or equivalent.
• No experience required; related customer-facing, administrative, or online support experience preferred.
• Familiarity with responding to customer questions through email and chat while maintaining a helpful and professional tone.
• Ability to read requests carefully, identify the main question, and explain product or service information in straightforward language.
• Comfort learning a support platform such as Oracle Service Cloud, a CRM such as Pipedrive, and a live chat tool such as Zendesk.
• Ability to follow established response guidance, search internal resources, and recognize when a concern needs escalation.
• Strong proofreading ability and care when entering customer notes, ticket updates, and follow-up details.
• Reliable computer, high-speed internet, and a quiet private workspace, with 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 Virginia, United States.
• Structured onboarding and training on the named systems, response guidance, ticket workflow, and escalation paths.
• Regular check-ins with the customer service team lead to discuss questions, priorities, and development.
• Opportunities to build skills in customer correspondence, ticket coordination, product and service information, and remote support workflow.
• Health coverage, paid leave, a 401(k), bonus opportunities, and stipends.