Omnichannel Support Representative

Talentoma; Greenville (SC); Remote; USD 39,000 - 55,000; Full time

Benefits offered by this job

Health coverage

Paid leave

401(k)

Maternity leave

Bonus opportunities

Job summary

Talentoma is seeking an Omnichannel Support Representative to handle customer inquiries via chat and email. The role centers on accurate answers, thorough notes, and dependable follow-up, with duties performed remotely from South Carolina.

You will use Zendesk and Salesforce to manage tickets and customer data, escalate complex issues, and maintain context across channels. A 40-hour work week with varying shifts and strong written communication are required.

Qualifications

• High school diploma or equivalent required.
• No experience required; related experience in chat/email channels preferred.
• Ability to learn ticket queues, customer profiles, and CRM systems.
• Clear written communication and careful proofreading before sending messages.

Responsibilities

• Answer customer questions via chat and email across channels.
• Use Zendesk to organize tickets and maintain context across conversations.
• Review customer details and history in Salesforce to resolve inquiries.
• Explain product or service information clearly and accurately.
• Record interactions and next steps for seamless handovers.
• Escalate unresolved issues to the team lead with full context.
• Provide timely status updates and confirm resolution with customers.

Skills

Customer support basics

Written communication

Ticket systems

Remote work readiness

Work authorization US

Attention to detail

Time management

Problem escalation

US work authorization

Education

High school diploma or equivalent

Tools

Zendesk

Salesforce

Job description

Job Title: Omnichannel Support Representative

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

Summary:

Accurate answers, complete notes, and dependable follow-up define good work in this omnichannel support role. The Omnichannel Support Representative answers customer questions across chat and email, helping customers understand product or service information without repeating their concerns when channels change. The position sits within the support team, works under a customer service team lead, and collaborates with other representatives and internal specialists to resolve inquiries. This is a fully remote, work from home position based in South Carolina, United States, with all duties performed at a desk using online systems. The role requires a 40-hour weekly commitment. Working days and shift times may vary.

Job Responsibilities:

• Receive customer questions through shared chat and email queues, identify the reason for contact, and review earlier conversations before responding.
• Use a support platform such as Zendesk to organize service tickets, assign accurate categories, and keep each conversation connected across channels.
• Check relevant customer details and contact history in a CRM such as Salesforce, confirming information needed to understand the request without asking customers to repeat available details.
• Explain approved product or service information in clear language, adapting response length and tone to the channel and the customer's question.
• Guide customers through routine account access questions and service navigation using established instructions, checking whether each suggested step addresses the concern.
• Record the customer's request, checks completed, guidance provided, and next action so another representative can continue the conversation without losing context.
• Follow up on unanswered questions or pending internal responses, giving customers realistic status updates based on available information rather than unsupported promises.
• Escalate unresolved requests, repeated issues, or questions outside approved guidance to the customer service team lead or appropriate internal specialist with complete context.
• Confirm whether the answer resolved the question, summarize any remaining steps, and update ticket status before closing or handing over the conversation.
• Meet quality standards measured through answer accuracy, turnaround, complete notes, and timely follow-up, using review feedback to improve future customer responses.

Qualifications:

• High school diploma or equivalent.
• No experience required; related experience handling customer questions through chat, email, or other written channels preferred.
• Understanding of basic customer support practices, including conversation continuity, clear explanations, and respectful handling of frustrated customers.
• Ability to learn ticket queues, customer profiles, internal reference materials, and status updates in the named support and CRM systems.
• Clear written communication, accurate typing, and the ability to proofread messages for meaning, tone, and missing information before sending.
• Ability to prioritize open conversations, recognize when guidance is insufficient, and ask the team lead for assistance promptly.
• A reliable computer, high-speed internet, and a quiet private workspace suitable for handling customer conversations remotely.
• Availability for the 40-hour weekly commitment and agreed working days and shift times.
• Authorization to work in the United States.

Perks & Benefits:

• Fully remote work from home within South Carolina, with desk-based responsibilities and online collaboration.
• Structured onboarding and training on a support platform such as Zendesk and a CRM such as Salesforce, alongside guided practice with common inquiries.
• Regular check-ins with the team lead to review questions, discuss quality feedback, and strengthen confidence with daily workflows.
• Opportunities to build cross-channel support, written correspondence, ticket prioritization, and customer follow-up skills through practical experience.
• Health coverage, paid leave, a 401(k), maternity leave, and bonus opportunities.