Messaging Support Representative

Talentoma; Oregon; Remote; USD 44.000 - 60.000; Vollzeit

Benefits dieser Stelle

Health coverage

Paid leave

401(k)

Maternity leave

Bonus opportunities

Zusammenfassung

Talentoma is seeking a Messaging Support Representative to answer customer questions by chat and email, providing accurate information and clear messaging. You will join the customer service team and coordinate with teammates and product contacts, working remotely from Oregon.

This full-time, 40-hour weekly role is fully remote with varying shifts. You should write courteous messages, review conversation context, use Help Scout and Tidio, and follow onboarding and guidance to ensure timely,

Qualifikationen

• High school diploma or equivalent.
• No experience required, with related customer-facing experience preferred.
• Familiarity with Help Scout and Tidio, or the ability to learn similar systems quickly.
• Ability to write clear, courteous, and well-structured messages.

Aufgaben

• Monitor chat, email, and service ticket queues and prioritize messages by urgency.
• Provide direct, accurate responses about product or service information and steps.
• Review message history and update ticket status with complete notes.
• Maintain professional exchanges using live chat tools and confirm next steps.
• Follow up on open conversations and escalate when needed.
• Identify recurring questions and share observations to improve guidance.

Kenntnisse

Clear communication

Writing courteous messages

Ability to work independently

Ausbildung

High school diploma or equivalent

Tools

Help Scout

Tidio

Jobbeschreibung

Job Title: Messaging Support Representative

Monthly Pay: $3,964 - $5,334 USD per month

Summary:

Accurate answers, clear messaging, and complete notes are at the center of this role. The Messaging Support Representative responds directly to customer questions through chat and email, helping customers understand product or service information and move forward with confidence. This role sits on the customer service team and works under a customer service team lead while partnering with customers, support teammates, and internal product or service contacts. The position is fully remote and work from home in Oregon, United States. The role requires a 40-hour weekly commitment. Working days and shift times may vary. Strong performance matters because timely, thoughtful messaging can resolve concerns early, create a consistent customer experience, and give internal teams useful context about recurring questions.

Job Responsibilities:

• Monitor assigned chat, email, and service ticket queues, acknowledge incoming customer questions, and prioritize messages based on urgency and established handling guidance.
• Provide direct, accurate responses about product or service information, account access steps, order updates, and common service requests using approved resources.
• Use a support platform such as Help Scout to review message history, update ticket status, add complete notes, and route work to the appropriate support teammate.
• Use a live chat tool such as Tidio to maintain professional, conversational exchanges and confirm that each customer understands the next step.
• Review customer details and prior interactions before responding so replies reflect the full context of the question and avoid repeated requests for information.
• Follow up on open conversations when additional details, internal review, or customer confirmation is needed, keeping customers informed until the matter is resolved.
• Escalate complex, sensitive, or unresolved service concerns to a customer service team lead or designated internal contact with a concise summary of actions already taken.
• Identify recurring questions or unclear information and share observations with the support team to help improve response guidance and customer messaging.
• Maintain organized queue coverage, manage response priorities, and use a collaboration workspace such as Google Workspace to coordinate updates with teammates.
• Meet quality standards measured through response accuracy, turnaround, complete notes, appropriate follow-up, and consistent use of approved messaging guidance.

Qualifications:

• High school diploma or equivalent.
• No experience required, with related customer-facing, chat, email, retail ecommerce, or desk-based support experience preferred.
• Familiarity with messaging support practices, including reviewing conversation context, clarifying customer questions, and explaining product or service information.
• Familiarity with a support platform such as Help Scout and a live chat tool such as Tidio, or the ability to learn similar systems quickly.
• Ability to write clear, courteous, and well-structured messages that address customer questions directly.
• Ability to read detailed information, compare it with customer messages, and select the appropriate next step using established guidance.
• Reliable computer, high-speed internet, and a quiet private workspace, along 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 supporting customers through chat and email.
• Structured onboarding and training on Help Scout, Tidio, messaging guidance, queue practices, and internal support resources.
• Regular check-ins with the customer service team lead to review questions, progress, and quality standards.
• Opportunities to build skills in customer messaging, service ticket handling, product or service knowledge, and escalation judgment.
• Health coverage, paid leave, a 401(k), maternity leave, and bonus opportunities.