Live Chat Assistant

Talentoma; New York (NY); Teletrabalho; USD 43 000 - 64 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Health coverage

Paid leave

401(k)

Bonus opportunities

Stipends

Resumo da oferta

Talentoma is hiring an entry-level Customer Support Associate for a fully remote position based in New York. You will handle live chat and email inquiries, ensuring clear, consistent responses and accurate information while coordinating with the support team.

The role requires a high school diploma, offers 40-hour weekly commitment, and provides benefits such as health coverage, paid leave, a 401(k), and potential bonuses. Training on systems and escalation steps is provided.

Qualificações

• High school diploma or equivalent required.
• Entry-level role; related experience in chat or email support preferred.

Responsabilidades

• Review incoming live chat conversations and identify the customer question.
• Open and update service tickets in Zendesk, assign categories for tracking.
• Check customer profiles in Microsoft Dynamics 365, confirm contact information and past interactions.
• Consult reference materials to provide accurate product/service information.

Formação académica

High school diploma or equivalent

Ferramentas

Zendesk

LiveChat

Microsoft Dynamics 365

Descrição da oferta de emprego

Monthly Pay: $3,868 - $5,777 USD per month

Summary:

Each shift begins with the open live chat queue, where customer questions and unfinished conversations need clear answers and organized follow-through. This entry-level role provides administrative support for chat and email conversations, helping customers find accurate product or service information without repeating their requests. You sit within the customer support team, work under a customer service team lead, and coordinate with support colleagues and product specialists. This is a fully remote, desk-based work from home position located in New York, United States. The role requires a 40-hour weekly commitment. Working days and shift times may vary.

Job Responsibilities:

• Review incoming conversations through a live chat such as LiveChat, identify the customer's question, and check earlier messages before preparing a helpful response.
• Open and update service tickets in a support platform such as Zendesk, assigning clear categories so the support team can track each request.
• Check customer profiles in a CRM such as Microsoft Dynamics 365, confirming relevant contact information and previous interactions without requesting unnecessary personal details.
• Consult approved reference materials to locate current product or service information, available account options, and standard steps for answering routine customer questions.
• Draft concise chat replies and email responses using approved guidance, adjusting the wording to the customer's question while keeping information consistent across channels.
• Assist customers with routine website navigation and account access questions, explaining approved steps clearly and checking whether the instructions answered their immediate concern.
• Record the question, information checked, response provided, and next action in the ticket so another colleague can continue the conversation without repeated questions.
• Follow up on unanswered messages and pending internal updates, letting customers know what remains outstanding without promising an outcome or an unconfirmed response time.
• Escalate unclear requests, repeated access difficulties, or dissatisfied customer conversations to the customer service team lead, including relevant context and steps already attempted.
• Close resolved tickets, organize handoffs before shift end, and review quality against accuracy, turnaround, complete notes, appropriate follow-up, and clear customer-facing language.

Qualifications:

• High school diploma or equivalent.
• No experience required; related experience in chat support, email support, or customer-facing administrative assistance is preferred.
• Ability to read customer messages carefully, identify the main question, and write clear replies with accurate spelling and grammar.
• Familiarity with live chat conversations, service tickets, customer profiles, and searching reference materials for relevant product or service information.
• Ability to follow written procedures, recognize questions outside the role's scope, and ask the team lead for guidance when needed.
• Reliable computer, high-speed internet, and a quiet private workspace suitable for handling customer conversations and internal team messages.
• 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 New York, with desk-based responsibilities throughout the shift.
• Structured onboarding and training on the named systems, reference materials, response procedures, and escalation steps.
• Regular check-ins with the team lead to review questions, receive feedback, and strengthen everyday support habits.
• Build practical skills in written customer support, ticket organization, information verification, and coordinated follow-up.
• Health coverage, paid leave, a 401(k), bonus opportunities, and stipends.