Live Chat Specialist

Talentoma; New Jersey; Remote; USD 42,000 - 63,000; Full time

Benefits offered by this job

Health coverage

Paid leave

Maternity leave

Bonus opportunities

Stipends

Job summary

Talentoma is seeking a fully remote Live Chat Specialist to handle customer questions via live chat and email from home in New Jersey. The role carries a 40-hour work week with flexible shift times, and requires collaborating with a support team, product, and operations to resolve inquiries with clear notes for customers.

You will work with Zendesk, Oracle Service Cloud, and Salesforce to access information, update tickets, and ensure accurate context across conversations.

Qualifications

• Must read requests carefully and respond clearly in writing.
• Ability to navigate multiple systems and log accurate notes.
• Strong teamwork and communication to coordinate with colleagues.

Responsibilities

• Monitor live chat and email queues; greet customers and clarify questions before replying.
• Use Zendesk to communicate and provide next steps during conversations.
• Create or update service tickets in Oracle Service Cloud and link conversations.

Education

High school diploma or equivalent

Tools

Zendesk

Oracle Service Cloud

Salesforce

Job description

Monthly Pay: $3,777 - $5,661 USD per month

Summary

A customer question arrives through live chat or email, gets reviewed, answered, recorded, and closed with clear notes that help customers move forward. As a Live Chat Specialist, you provide direct product or service information, resolve routine concerns, and make each interaction easier to understand. You work on the customer service team under a customer service team lead and collaborate with customers, support teammates, and internal product or operations contacts when additional answers are needed. This fully remote position lets you work from home in New Jersey, United States. The role requires a 40-hour weekly commitment. Working days and shift times may vary. By following each request from first message to final resolution, you help maintain reliable service information and well-documented customer interactions.

Job Responsibilities

• Monitor incoming live chat and email queues, accept requests in order, greet customers professionally, and clarify the product or service question before responding.
• Use a live chat such as Zendesk to communicate clearly, locate relevant help resources, and deliver accurate next steps during active conversations.
• Create or update service tickets in a support platform such as Oracle Service Cloud, linking related conversations and capturing the request category.
• Review customer details and previous interactions in a CRM such as Salesforce to provide context without asking customers to repeat information.
• Verify order, account, or service details available in approved systems, and record factual findings in the ticket notes.
• Send concise email follow-ups when a chat ends before resolution, explain what will happen next, and monitor replies.
• Coordinate with support teammates or internal product or operations contacts when a request needs specialized information or action.
• Escalate unresolved, urgent, or repeated service issues to the customer service team lead with conversation history, system notes, and the specific question needing direction.
• Confirm the customer understands the response, summarize agreed next steps, and close the conversation only when no further action is pending.
• Meet quality expectations through accurate responses, timely turnaround, complete notes, appropriate follow-up, and courteous customer interactions.

Qualifications

• High school diploma or equivalent.
• About 1-2 years of related chat, email, or customer support experience preferred.
• Familiarity with product or service information, customer questions, and clear written responses.
• Experience navigating a live chat such as Zendesk, a support platform such as Oracle Service Cloud, and a CRM such as Salesforce preferred.
• Ability to read request details carefully, compare information across systems, and maintain accurate interaction notes.
• Ability to explain steps plainly, adapt tone to the question, and communicate respectfully with customers and teammates.
• Sound judgment in recognizing when a request needs follow-up or escalation to the customer service team lead.
• Access to a reliable computer, high-speed internet, and a quiet private workspace for fully remote work from home.
• Availability for the 40-hour weekly commitment and agreed working days and shift times.
• Authorization to work in the United States.
• Fully remote work arrangement supporting focused desk-based customer conversations from home.
• Structured onboarding and training on Zendesk, Oracle Service Cloud, and Salesforce systems.
• Regular check-ins with the customer service team lead to discuss questions, priorities, and development.
• Opportunities to build skills in written response quality, system navigation, request analysis, and escalation judgment.
• Health coverage, paid leave, maternity leave, bonus opportunities, and stipends.