Online Support Agent

Talentoma; Washington; Remote; USD 48,000 - 66,000; Full time

Benefits offered by this job

Health coverage

Paid leave

401(k)

Maternity leave

Bonus opportunities

Job summary

Talentoma is seeking an Online Support Agent for a fully remote role based in Washington, United States. You will handle live chat and email inquiries, provide product information and guide customers toward next steps.

The position supports a 40-hour weekly commitment, with varying shifts and working days. You will collaborate with the customer service team lead and internal partners to resolve issues and maintain ticket flow.

Qualifications

• High school diploma or equivalent.
• No experience required; related experience preferred.
• Familiarity with customer questions, service tickets and online support workflows.
• Ability to write clear, respectful responses.
• Familiarity with Gorgias, Copper, Tidio, Jira, Slack and Teams.

Responsibilities

• Monitor live chat and email queues, create or update service tickets in a support platform.
• Review messages and prior notes before responding clearly and helpfully.
• Respond to routine questions via live chat with a professional tone.
• Review customer history in the CRM and add complete notes after contacts.
• Ensure responses address the question with accurate details and next steps.
• Follow up on open tickets to gather needed details or confirmation.
• Route complex questions to the team lead or internal teams with context.
• Coordinate status updates with Slack and Microsoft Teams.
• Track follow-up tasks in Jira and keep ticket statuses current.
• Meet quality expectations for accuracy, turnaround, notes, follow-up and escalation.

Skills

Customer support mindset

Clear written communication

Written English proficiency

Problem solving

Team collaboration

Self-motivation

Education

High school diploma or equivalent

Tools

Gorgias

Copper

Tidio

Jira

Slack

Microsoft Teams

Job description

Monthly Pay: $4,291 - $5,877 USD per month

Summary:

Live chat and email are the primary ways this role connects customers with clear online support. As an Online Support Agent, you directly answer customer questions, provide product or service information, and guide people toward appropriate next steps. This work matters because accurate, thoughtful responses help customers use services confidently and keep service tickets moving. The Agent works within the support team under a customer service team lead and partners with customers and internal teams when an issue needs added review. The role requires a 40-hour weekly commitment. Working days and shift times may vary. This temporary position is fully remote and work from home in Washington, United States.

Job Responsibilities:

• Monitor incoming live chat and email queues, identify each customer question, and create or update service tickets in a support platform such as Gorgias.
• Review customer messages, prior ticket notes, and available product or service information before preparing a clear, helpful response.
• Respond directly to routine questions through a live chat platform such as Tidio, using an approachable and professional tone.
• Use a CRM such as Copper to review customer interaction history and add complete notes after each meaningful contact.
• Verify that responses address the stated question, include accurate details, and explain practical next steps without making unsupported commitments.
• Follow up on open service tickets when additional customer details, clarification, or confirmation is needed to move the issue forward.
• Route complex, sensitive, or unresolved questions to the customer service team lead or the appropriate internal team with concise context.
• Coordinate status updates with internal partners through a collaboration tool such as Slack and a video conferencing platform such as Microsoft Teams.
• Track assigned follow-up tasks in a project management platform such as Jira and keep ticket statuses current throughout the workflow.
• Meet quality expectations measured by response accuracy, turnaround, complete notes, appropriate follow-up, and correct escalation routing.

Qualifications:

• High school diploma or equivalent.
• No experience required; related experience preferred.
• Familiarity with customer questions, service tickets, product or service information, and common online support workflows.
• Ability to write clear, respectful responses that explain information in a way customers can understand.
• Comfort using a support platform such as Gorgias, a CRM such as Copper, and a live chat platform such as Tidio.
• Ability to navigate a project management platform such as Jira while managing assigned follow-up tasks and ticket updates.
• Familiarity with a collaboration tool such as Slack and a video conferencing platform such as Microsoft Teams for internal coordination.
• Reliable computer, high-speed internet, quiet private workspace, and 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 Washington, United States.
• Structured onboarding and training on Gorgias, Copper, Tidio, Jira, Slack, and Microsoft Teams.
• Regular check-ins with the customer service team lead for guidance, feedback, and workflow support.
• Opportunities to build skills in written responses, ticket coordination, customer issue review, and online support systems.

Benefits include health coverage, paid leave, a 401(k), maternity leave, and bonus opportunities.