Online Support Coordinator

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

Ventajas ofrecidas por este puesto de trabajo

Health coverage

Paid leave

Maternity leave

Bonus opportunities

Stipends

Descripción de la vacante

Talentoma is seeking an Online Support Coordinator to manage customer questions via chat or email, route responses, and close tickets with clear notes and next steps. This fully remote role requires a 40-hour weekly commitment from home in Virginia, United States, coordinating with customers, support reps, and product contacts to move requests toward resolution.

You'll use Freshdesk, Salesforce, Microsoft Teams, Asana, and Excel for ticketing, CRM, collaboration, project tracking, and data

Formación

• High school diploma or equivalent.
• 1-2 years of chat support, email support, or customer support coordination experience preferred.
• Familiarity with service coordination, ticket ownership, issue resolution workflows, and organizing multiple conversations.

Responsabilidades

• Monitor incoming customer questions through chat and email queues and coordinate next steps.
• Ensure requests have clear descriptions and relevant details before routing.
• Create and update service tickets in Freshdesk with status and next steps.
• Use Salesforce to review history and keep contact details consistent.
• Coordinate handoffs via Microsoft Teams to ensure context is preserved.
• Share approved information and provide status updates to customers.

Conocimientos

Chat support

Email support

Customer coordination

Written communication

Organization

Time management

Educación

High school diploma

Herramientas

Freshdesk

Salesforce

Microsoft Teams

Asana

Microsoft Excel

Descripción del empleo

Monthly Pay

$3,533 - $4,962 USD per month

Summary

A customer question arrives through chat or email, gets routed for an answer, and closes with clear notes and confirmed next steps. The Online Support Coordinator organizes this online support workflow so customers receive consistent information and the support team can track outstanding requests. Working within the customer support team under a customer service team lead, this role coordinates with customers, support representatives, and product contacts to keep requests moving toward resolution. This fully remote position allows you to work from home in Virginia, United States. The role requires a 40-hour weekly commitment. Working days and shift times may vary.

Job Responsibilities

• Monitor incoming customer questions through chat and email queues, organizing requests by topic, urgency, and existing conversation history before coordinating next steps.
• Check each request for a clear description, relevant product or service details, and earlier responses before assigning the appropriate action or support contact.
• Create and update service tickets in a Support platform such as Freshdesk, recording the question, assigned owner, current status, and next step.
• Use a CRM such as Salesforce to check customer interaction history and keep contact details and conversation summaries consistent across related support requests.
• Coordinate handoffs through a team collaboration platform such as Microsoft Teams, ensuring support representatives receive relevant context without asking customers to repeat information.
• Share approved product or service information and routine status updates using clear business correspondence, referring unanswered questions to the appropriate support representative.
• Track pending follow-ups using a Project management tool such as Asana, contacting customers or assigned colleagues when information is missing or requests stall.
• Escalate unresolved issues, conflicting guidance, and repeated service concerns to the customer service team lead, including relevant history and actions already taken.
• Confirm that the customer has received an answer, record the outcome, and close completed tickets with useful notes for future reference.
• Review accuracy, turnaround, complete notes, and follow-up using a Spreadsheets and data entry tool such as Microsoft Excel; summarize recurring questions for team reviews.

Qualifications

• High school diploma or equivalent.
• About 1-2 years of chat support, email support, or customer support coordination experience preferred.
• Familiarity with service coordination, ticket ownership, issue resolution workflows, and organizing multiple customer conversations without losing essential context.
• Comfort using support and CRM tools to review interaction history, update statuses, and maintain clear customer correspondence across chat and email channels.
• Strong written communication and reading comprehension, with the ability to explain next steps in straightforward language and adapt approved responses appropriately.
• Sound judgment when prioritizing requests, checking available guidance, and identifying questions that need a team lead's attention.
• Ability to support customer relationship building through dependable updates, careful handoffs, and respectful communication with customers and colleagues.
• A reliable computer, high-speed internet, and quiet private workspace; 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 a desk-based online support role.
• Structured onboarding and training on a Support platform such as Freshdesk, a CRM such as Salesforce, a team collaboration platform such as Microsoft Teams, a Project management tool such as Asana, and a Spreadsheets and data entry tool such as Microsoft Excel.
• Regular check-ins with the customer service team lead to review questions, priorities, and progress.
• Opportunities to build service coordination, written communication, knowledge base navigation, and quality assurance skills.
• Health coverage, paid leave, maternity leave, bonus opportunities, and stipends.