Live Chat Specialist

Sales Match; Ogden (UT); Remote; USD 40,000 - 55,000; Full time

Benefits offered by this job

Fully remote

Onboarding and training

Regular check-ins

Career development

Health coverage

401(k)

Job summary

Sales Match is seeking a Live Chat Specialist to join a fully remote team. The role supports customers through live chat and email, collaborates with product and service teams, and requires a 40-hour weekly commitment.

Located for remote work from Utah, United States, you will use Intercom, Freshdesk, and Dynamics 365, ensuring accurate handoffs and high-quality responses. The position emphasizes clear written communication and professional tone.

Qualifications

• High school diploma or equivalent required.
• 1–2 years in live chat, email support, or related customer service preferred.
• Familiar with tickets, histories, product information, and escalation needs.
• Able to use chat, CRM, knowledge base, calendar, and spreadsheet tools.

Responsibilities

• Answer customer questions via live chat and email, directing to solutions.
• Review CRM data before providing account-specific guidance.
• Handle emails using Freshdesk and link tickets to conversations.
• Consult Confluence for product info and approved steps.
• Ask clear questions and provide written, actionable instructions.
• Escalate unresolved issues with relevant context and steps.
• Track follow-ups using Outlook and inform customers of progress.
• Summarize recurring questions in Sheets and suggest improvements.
• Close conversations with complete notes and proper categorization.

Skills

Live chat experience

Email support

Customer service

Written communication

Problem solving

Education

High school diploma or equivalent

Tools

Intercom

Microsoft Dynamics 365

Freshdesk

Confluence

Google Sheets

Microsoft Outlook

Job description

Job Title: Live Chat Specialist

Monthly Pay: $3,557 - $4,962 USD per month

Summary:

This role answers customer questions through live chat and email, helping customers understand products and services and resolve routine issues. It sits within the customer support team, works under a customer service team lead, and coordinates with product and service teams. The position is fully remote and desk-based, with work from home in Utah, United States. Clear answers and accurate handoffs help customers get consistent support without repeating their questions. 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 Intercom, identify the customer's question, and prioritize requests using the team's established urgency guidelines.
• Check customer details and previous interactions in a CRM such as Microsoft Dynamics 365 before giving account-specific answers or recommending next steps.
• Handle email requests through a support platform such as Freshdesk, keeping each service ticket connected to the relevant conversation and customer history.
• Consult a knowledge base such as Confluence to verify product features, service information, and approved steps before sending clear, concise responses.
• Ask focused questions, clarify confusing details, and provide customer education through written instructions that explain what the customer should do next.
• Apply conflict resolution techniques when conversations become difficult, acknowledge the concern, and keep replies factual, respectful, and focused on available solutions.
• Escalate unresolved issues to the customer service team lead or designated product contact, including checks completed, relevant context, and the assistance needed.
• Track promised follow-ups using a scheduling and calendar such as Microsoft Outlook, update customers on progress, and confirm whether the answer resolved their question.
• Summarize recurring questions using a spreadsheets and data entry tool such as Google Sheets, and suggest process improvement opportunities during team reviews.
• Close resolved conversations with complete notes and accurate categories. Quality is judged by answer accuracy, turnaround, complete notes, and completion of promised follow-up.

Qualifications:

• High school diploma or equivalent.
• About 1-2 years of live chat, email support, or related customer service experience preferred, especially in a queue-based support setting.
• Familiarity with customer service tickets, conversation histories, product information, and the difference between resolving an issue directly and requesting specialist help.
• Comfort using the example chat, support, CRM, knowledge base, calendar, and spreadsheet systems described above, or learning comparable tools through training.
• Clear written communication, with the ability to explain instructions plainly, ask useful questions, and maintain a professional tone during difficult exchanges.
• Ability to compare information across systems, spot missing details, and enter concise notes that another support colleague can understand.
• Reliable computer, high-speed internet, and a quiet private workspace suitable for handling customer conversations and internal information remotely.
• Availability for the 40-hour weekly commitment and agreed working days and shift times, including dependable attendance during assigned coverage.
• Authorization to work in the United States.

Perks & Benefits:

• Fully remote work from home in a desk-based customer support role.
• Structured onboarding and training on the named chat, support, CRM, knowledge base, calendar, and spreadsheet systems, with guided practice before independent handling.
• Regular check-ins with the customer service team lead to review questions, discuss quality feedback, and clarify escalation decisions.
• Practical development in written support, customer education, conflict resolution, and process improvement through everyday customer conversations.
• Health coverage, paid leave, a 401(k), maternity leave, and stipends.