Messaging Support Specialist

Talentoma; Georgia; A distancia; USD 39.000 - 55.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Health coverage

Paid leave

401(k)

Maternity leave

Bonus opportunities

Descripción de la vacante

Talentoma is hiring a Messaging Support Specialist to handle messaging, email, and live chat for customer questions, providing clear information and guiding next steps. This fully remote role is based in Georgia, United States, with a 40-hour weekly commitment and varying shift times.

You will work with CRM tools like Pipedrive and Salesforce Service Cloud, Intercom, Microsoft Outlook, Google Sheets, and Qualtrics. A supportive onboarding program and growth opportunities are available.

Formación

• High school diploma or equivalent.
• About 1-2 years of related messaging support experience preferred.
• Familiarity with customer questions, service tickets, product or service information, and escalation paths preferred.
• Experience using a CRM such as Pipedrive and a support platform such as Salesforce Service Cloud preferred.
• Experience using a live chat such as Intercom, a scheduling and calendar such as Microsoft Outlook, and spreadsheets and data entry such as Google Sheets preferred.
• Strong business writing skills with the ability to explain information clearly and professionally through messaging and email.
• Ability to review conversation details, follow established response guidance, and maintain accurate ticket notes.
• Reliable computer, high-speed internet, and 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 supporting customers through messaging, email, and live chat.
• Structured onboarding and training on Pipedrive, Salesforce Service Cloud, Intercom, Microsoft Outlook, Google Sheets, and Qualtrics.
• Regular check-ins with the customer service team lead to discuss questions, priorities, and development.
• Opportunities to build skills in business writing, service ticket review, customer messaging, survey research, and follow-up coordination.

Responsabilidades

• Monitor incoming messaging, email, and live chat queues, identify each customer question, and select the appropriate service ticket category.
• Review customer details and prior conversation history in a CRM such as Pipedrive before responding.
• Write clear, courteous responses that explain available product or service information and practical next steps.
• Manage real-time conversations through a live chat such as Intercom while maintaining a helpful and consistent tone.
• Update a support platform such as Salesforce Service Cloud with accurate interaction notes, actions taken, and current ticket status.
• Ask focused follow-up questions when details are missing, unclear, or needed to move a customer request forward.
• Maintain follow-up reminders in a scheduling and calendar such as Microsoft Outlook and contact customers when an update is available.
• Escalate unresolved, sensitive, or technically detailed questions to the customer service team lead or appropriate internal contact.
• Use spreadsheets and data entry such as Google Sheets to organize recurring question themes and response tracking.
• Invite customers to share feedback through a survey such as Qualtrics when appropriate and record relevant themes for the support team.
• Meet quality expectations through accurate answers, timely turnaround, complete notes, and dependable follow-up.

Conocimientos

Messaging support

Customer service

CRM familiarity

Business writing

Communication

Educación

High school diploma

Herramientas

Pipedrive

Salesforce Service Cloud

Intercom

Microsoft Outlook

Google Sheets

Qualtrics

Descripción del empleo

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

Summary:

Messaging, email, and live chat are the primary ways this role connects with customers who need clear answers and timely support. The Messaging Support Specialist handles incoming questions, explains product or service information, and guides customers toward appropriate next steps, helping each interaction feel organized and dependable. This position sits on the support team and works under a customer service team lead. The specialist partners with customers, support teammates, and internal subject matter contacts to resolve service tickets and share recurring themes. This is a fully remote, work from home role based in Georgia, United States. The role requires a 40-hour weekly commitment. Working days and shift times may vary.

Job Responsibilities:

• Monitor incoming messaging, email, and live chat queues, identify each customer question, and select the appropriate service ticket category.
• Review customer details and prior conversation history in a CRM such as Pipedrive before responding.
• Write clear, courteous responses that explain available product or service information and practical next steps.
• Manage real-time conversations through a live chat such as Intercom while maintaining a helpful and consistent tone.
• Update a support platform such as Salesforce Service Cloud with accurate interaction notes, actions taken, and current ticket status.
• Ask focused follow-up questions when details are missing, unclear, or needed to move a customer request forward.
• Maintain follow-up reminders in a scheduling and calendar such as Microsoft Outlook and contact customers when an update is available.
• Escalate unresolved, sensitive, or technically detailed questions to the customer service team lead or appropriate internal contact.
• Use spreadsheets and data entry such as Google Sheets to organize recurring question themes and response tracking.
• Invite customers to share feedback through a survey such as Qualtrics when appropriate and record relevant themes for the support team.
• Meet quality expectations through accurate answers, timely turnaround, complete notes, and dependable follow-up.

Qualifications:

• High school diploma or equivalent.
• About 1-2 years of related messaging support experience preferred.
• Familiarity with customer questions, service tickets, product or service information, and escalation paths preferred.
• Experience using a CRM such as Pipedrive and a support platform such as Salesforce Service Cloud preferred.
• Experience using a live chat such as Intercom, a scheduling and calendar such as Microsoft Outlook, and spreadsheets and data entry such as Google Sheets preferred.
• Strong business writing skills with the ability to explain information clearly and professionally through messaging and email.
• Ability to review conversation details, follow established response guidance, and maintain accurate ticket notes.
• Reliable computer, high-speed internet, and 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 supporting customers through messaging, email, and live chat.
• Structured onboarding and training on Pipedrive, Salesforce Service Cloud, Intercom, Microsoft Outlook, Google Sheets, and Qualtrics.
• Regular check-ins with the customer service team lead to discuss questions, priorities, and development.
• Opportunities to build skills in business writing, service ticket review, customer messaging, survey research, and follow-up coordination.

• Health coverage, paid leave, a 401(k), maternity leave, and bonus opportunities.