Omnichannel Support Representative

Talentoma; North Carolina; Remote; USD 39,000 - 55,000; Full time

Benefits offered by this job

Health coverage

Paid leave

Maternity leave

Bonus opportunities

Stipends

Job summary

Talentoma in the United States is seeking an Omnichannel Support Representative to handle chats, emails, and calls. The role operates remotely from North Carolina with a 40-hour workweek and varying shifts. You will provide accurate product or service information, update orders, and maintain clear, well-documented tickets.

You may use Zendesk, Microsoft Dynamics 365, LiveChat, Genesys, and Excel. No prior experience is required, though related experience helps.

Qualifications

• High school diploma or equivalent.
• No experience is required; related experience in chat, email, retail, or online support is preferred.
• Familiarity with customer questions, service tickets, order updates, and product or service information is preferred.
• Ability to learn a support platform such as Zendesk and a CRM such as Microsoft Dynamics 365.
• Comfort using a live chat tool such as LiveChat, a contact-center phone system such as Genesys, and a spreadsheet and data entry tool such as Microsoft Excel.
• Ability to write clear, courteous responses and explain information in a helpful, easy-to-understand manner.

Responsibilities

• Review incoming chat, email, and phone contacts, identify the customer’s question, and prioritize requests according to queue procedures.
• Respond directly to customers with accurate product or service information, order status details, account guidance, and next-step explanations.
• Create and update service tickets in a support platform such as Zendesk, using clear customer notes and relevant contact details.
• Review customer profiles and prior interactions in a CRM such as Microsoft Dynamics 365 before providing a response or follow-up.
• Use a live chat tool such as LiveChat to manage concurrent conversations, acknowledge customer needs, and provide timely written assistance.
• Handle phone contacts through a contact-center phone system such as Genesys when customers need clarification beyond chat or email.
• Verify order details, customer-provided information, and available knowledge resources before confirming an answer or sharing an update.
• Follow up on open requests when additional information is needed, and route complex product, account, or order issues to the customer service team lead.
• Coordinate with internal support partners to obtain accurate updates, then communicate the outcome to the customer through the appropriate channel.
• Meet quality expectations through response accuracy, timely turnaround, complete ticket notes, respectful communication, and documented follow-up.

Skills

Communication

Attention to detail

Learning ability

Remote work readiness

Education

High school diploma or equivalent

Tools

Zendesk

Microsoft Dynamics 365

LiveChat

Genesys

Microsoft Excel

Job description

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

Summary:

Each shift begins with the open queue: chats and emails waiting for a clear answer. The Omnichannel Support Representative assists customers with product or service questions, order updates, account access, and basic issue resolution across digital channels. Working under a customer service team lead, this role communicates with customers, the support team, and internal partners who can clarify product or service information. Clear responses and well-maintained service tickets help customers receive consistent assistance and help the team recognize recurring needs. This is a fully remote, work from home position based in North Carolina, United States. The role requires a 40-hour weekly commitment. Working days and shift times may vary.

Job Responsibilities:

• Review incoming chat, email, and phone contacts, identify the customer’s question, and prioritize requests according to queue procedures.
• Respond directly to customers with accurate product or service information, order status details, account guidance, and next-step explanations.
• Create and update service tickets in a support platform such as Zendesk, using clear customer notes and relevant contact details.
• Review customer profiles and prior interactions in a CRM such as Microsoft Dynamics 365 before providing a response or follow-up.
• Use a live chat tool such as LiveChat to manage concurrent conversations, acknowledge customer needs, and provide timely written assistance.
• Handle phone contacts through a contact-center phone system such as Genesys when customers need clarification beyond chat or email.
• Verify order details, customer-provided information, and available knowledge resources before confirming an answer or sharing an update.
• Follow up on open requests when additional information is needed, and route complex product, account, or order issues to the customer service team lead.
• Coordinate with internal support partners to obtain accurate updates, then communicate the outcome to the customer through the appropriate channel.
• Meet quality expectations through response accuracy, timely turnaround, complete ticket notes, respectful communication, and documented follow-up.

Qualifications:

• High school diploma or equivalent.
• No experience is required; related experience in chat, email, retail, or online support is preferred.
• Familiarity with customer questions, service tickets, order updates, and product or service information is preferred.
• Ability to learn a support platform such as Zendesk and a CRM such as Microsoft Dynamics 365.
• Comfort using a live chat tool such as LiveChat, a contact-center phone system such as Genesys, and a spreadsheet and data entry tool such as Microsoft Excel.
• Ability to write clear, courteous responses and explain information in a helpful, easy-to-understand manner.
• Ability to review details carefully, follow established workflows, and recognize when an issue should be escalated.
• 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 from home in North Carolina, United States.
• Structured onboarding and training on Zendesk, Microsoft Dynamics 365, LiveChat, Genesys, and Microsoft Excel.
• Regular check-ins with the customer service team lead to discuss questions, priorities, and development.
• Skill building in ecommerce support, digital customer interactions, ticket documentation, and service quality.
• Health coverage, paid leave, maternity leave, bonus opportunities, and stipends.